Third line support engineer

  • Engineering
  • United Kingdom, Taiwan, Singapore, Hong Kong

Third line support engineer

Job description

Easyship is revolutionizing logistics for eCommerce. With our all-in-one cloud based shipping software, businesses of all shapes and sizes have the tools needed to scale globally.

At Easyship we believe in accelerating borderless commerce. We’re proud that a diversity of small business owners, crowdfunding campaigns, and global brands trust Easyship as their gateway to the world.


“We envision a frictionless economy where creators can use one platform to ship products to anyone, anywhere. When you grow, we grow.” Tommaso Tamburnotti, Co Founder.


Easyship is building tomorrow’s logistic infrastructure, today. Our team is continuously looking to reach new heights, whether it’s learning about new technologies or improving your own skillset, Easyship is prepared to empower you to grow. We believe that when we inspire each other, we grow together.
Easyship is recruiting brilliant, curious, and driven individuals to help us scale our innovative technology worldwide. Headquartered in New York with offices in London, Hong Kong, Singapore, Melbourne, Toronto, and Taipei – our team is global and growing. We encourage you to apply if a challenge excites you. If you enjoy the company of talented people. If you would dedicate yourself to a simple mission: to make shipping easy for everyone.
We operate with a global footprint, but we’re still tiny relative to the opportunity ahead, so there is still much to do. Join us and help put borderless commerce within reach of every entrepreneur.

Position Title: Third line support engineer

Based in: London, Hong Kong, Taipei, or Singapore

Reports to: Lead Engineer (based in Asia)

Key Relationships: Tech team, Product team

Job Purpose: You will be in charge of troubleshooting technical issues and providing customer feedback and solutions in time and in partnership with our Customer Service team. You will also be in charge of writing support documentation and scripts for solutions.

Job Responsibilities:

  • Troubleshooting technical issues.

  • Diagnosing and repairing bugs.

  • Speaking to the Customer Support team to quickly get to the root of their problem.

  • Providing timely and accurate customer feedback.

  • Following up with Customer Support to ensure the problem is resolved.

  • Write tests to optimize the stability of our applications.

  • Provide training and support to internal teams

  • Providing support in the form of procedural documentation

Requirements

Skills :

  • Proven work experience in software development

  • Proven work experience in software Quality Assurance or Customer Support

  • Proficient knowledge of Jira Service Management

  • Strong communication skills

  • Tidy and organised

  • Strong problem solving skills

  • BS/MS degree in Computer Science, Engineering or a related subject

  • Experience in Support in a SaaS tool is a plus

Benefits:

  • Competitive compensation package

  • Company Equity

  • Gym & Wellness Reimbursement

  • Generous Vacation Policy

  • Duvet Day - Perfect for those cold winter days, when you don’t want to escape the warmth of your bed!

  • Mental Health Day - You deserve a day off! A chance to recharge and enjoy ‘Me Time’.

  • Flexible working approach

  • Professional Development

  • Unlimited Coffee, Drinks & Healthy Snacks

  • Office PlayStation Games.

  • As we expand, the potential to work in one of our international offices.

  • Annual Summit in Hong Kong for you to collaborate with the team. 

You will have the opportunity to work with a global team, filled with smart, ambitious and like minded colleagues. We have built an inclusive culture which supports and enables you to grow. Come and join the Easyship Family!