Technical Support Specialist
Listed on 2026-03-05
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IT/Tech
Technical Support, IT Support
Shipstore is a parcel execution platform built for high-volume shippers, 3PLs, and logistics providers who need reliability, flexibility, and scale. We sit at the operational core of our customers’ shipping workflows — unifying parcel and LTL execution across carriers, systems, and business rules.
We are a product-led, execution-first company with long-tenured customers and a growing inbound pipeline. As we enter our next phase of growth, we are building a more disciplined outbound sales motion to complement inbound demand and partner referrals.
Role Description
The Technical Support Specialist is a Tier 1, customer-facing role responsible for responding to, troubleshooting, and resolving platform-related issues for Shipstore customers.
This role serves as the front line of our customer experience. You will handle incoming tickets, investigate issues across carriers and system integrations, communicate clearly with customers, and elevate technical issues with strong documentation when necessary.
This is an ideal role for someone who is technically curious, highly responsive, relationship-oriented, and eager to grow within a logistics technology company.
Key Responsibilities
- Customer Support & Issue Resolution
- Respond to inbound support tickets via phone, email, and screen share
- Maintain a target first response time of under 15 minutes
- Troubleshoot shipping, carrier API, batch processing, and invoice reconciliation issues
- Guide customers through resolution steps with clarity and professionalism
- Technical Investigation
- Run basic SQL queries to research shipment and billing data
- Review logs and document findings for escalation to development
- Identify patterns in recurring issues and elevate trends appropriately
- Assist with version migrations and platform transitions
- Documentation and Process Discipline
- Accurately document ticket notes, findings, and resolutions
- Maintain internal troubleshooting guides and knowledge base materials
- Ensure clean handoff documentation when escalating to development
- Cross-Functional Collaboration
- Work closely with development to resolve technical issues efficiently
- Provide feedback from support interactions to product and roadmap discussions
- Support continuous improvement of workflows and customer experience
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