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.To learn more about us click here.

Job Title: Second Line Engineer

Reports to: Technical Support Engineer

Location: Office Bangalore

Work Allocation: US Hours

Key Relationships: Operations Team, Sales Team

Job Purpose:

To support all Easyship customers by responding and providing technical assistance and support to the customer. You will also be ensuring Easyship services have the reliability and up-time to meet the needs of the growing customer base

What you’ll do:

• Technical Support
• Provide first-line technical support to customers through platforms like Zendesk and Jira.
• Addressing technical issues, troubleshooting problems raised by customers and providing resolution. Prioritize and escalate issues to higher-level support or relevant teams as necessary.
• Collaboration and Communication.
• Ticket Resolution and Closure
• Update the status of assigned tickets promptly to reflect the current progress of issue resolution.
• Ensure all incoming technical tickets are dealt with in a timely manner.
• Ensure that ticket resolutions are accurately documented, and all relevant information is captured.
• Proactively follow up with end-users to confirm the successful resolution of their issues.
• Close loops on resolved tickets to prevent recurring problems and gather feedback for continuous improvement.
• Knowledge Sharing & Create internal documentation to educate and share on how to address common user issues.
• Continuously improve knowledge and understanding across the various technologies supported by the team.

Who you are:

• An empathetic approach and a passion to help people
• Attention to detail
• Ability to work well under pressure in a fast-paced environment
• 2+ years experience in a technical support role
• Excellent communication skills.
• CRM software knowledge e.g. Zendesk/Salesforce
• Strong problem-solving skills and creative thinking
• Good command of Google and Office Suites

What you’ll get:

• Competitive Equity Package: Earn more than just a competitive salary. Receive equity shares to gain wealth as the company grows.
• Generous Vacation Policy: We think time off is essential… and we encourage it!
• 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’
• 4 weeks of ‘Work from Anywhere’: Whether you’re working from the beautiful beaches in the Bahamas or by the fireplace on your ski trip in Switzerland - just make sure to send us a picture!
• Professional Development: We’re here to help you hit your career goals to help get you where you want to be.
• Company issued laptop: Who wants to work from their personal laptop? Let’s keep work and personal life separate!

Headquartered in London with offices in New York, Hong Kong, Singapore, Melbourne, Toronto, and Taipei – our team is global and growing. We encourage you to apply if a challenge excites you. Come and join the Easyship team!

Get to know our Customer Service team: