Senior Support Engineer

  • Freelance
  • Remote


About the Company:It’s never been more challenging for shippers to simply know where their ocean freight is, when it will arrive, and why it was delayed. At VIZION API, we automatically push the most complete, standardized, and detailed container tracking events to any software system or spreadsheet, so shippers get end-to-end visibility into the freight that drives their business. Our mission is to enhance and optimize world trade by making data more accessible and building tools that empower digital transformation. Vizion’s goal is to be the world’s leader in delivering the highest quality data in the easiest-to-use formats to the international freight industry.  Our Company Values and Culture: Simple Honesty, Be a Teacher and Long-Term Thinking are the values that guide our decision making and are our uncompromising core principles. Vizion is dedicated to building an inclusive and diverse team focused on fostering a culture of Communication, Innovation and High-Performance. How You Fit In & the Details: As a Senior Support Engineer, you will join our Customer Experience (CX) team to deliver exceptional support to our customers. You should have a deep technical and remote experience with answering tickets, troubleshooting issues with data collection and API functionality, and continuing to provide white glove support to all Vizion clients. To be successful in this role, you will quickly develop an in-depth understanding of our product as well as the shipping industry in general. In addition to supporting the other members of the CX team and our customers, you will be working on projects to help improve our internal processes as well as our front-facing product and documentation.  This role will report to our Senior Manager, Customer Success and will partner with internal stakeholders including Account Executives, Customer Success, and Engineers.  In addition to the above, you will:  ●       Provide platform-based Tier 3 technical API support through use of video, email, and trouble tickets. Be the face of Vizion to your portfolio of customers●       Assist the rest of the Customer Experience department with the onboarding of new customers onto the Vizion API platform as the technical resource during onboarding video calls●       Provide platform support in a timely manner by answering customer inquiries, both technical and non, via: video, email, and trouble ticket; keeping ownership of cases until resolution while engaging other teams as needed●       Collaborate closely with various cross-functional teams to drive better results and to surface the most pressing customer issues in a data-driven manner●       Document all communication with customers and accounts accurately and in a timely manner via internal system tools●       Document and contribute to improving our internal processes, systems, and customer interactions●       Help improve our customer-facing documentation and guides●       Proactive insights into potential customer issues that may arise before the customer is aware of it Basic Qualifications:●       3+ years of experience using, implementing and supporting API’s (or API first products)●       Intermediate-to-advanced technical knowledge (of APIs and their use, specifically), and data analysis skills is strongly preferred●       8+ years of experience in a similar Technical Customer Support role●       Strong level of experience with JavaScript and Node.js (we use TypeScript)●       Experience in the Shipping / Logistics / Freight Industry a plus●       A strong and stable internet connection and a quiet place to hold phone and video calls●       A sense of humility. This job is unique with a lot to learn! Be able to ask for help●       Written and Spoken English to a native fluency●       Fluency in a second language is a plus but not required Perks & Benefits: ●       We feel passionately about equal pay for equal work, and transparency in compensation is one vehicle to achieve that. Total compensation for this role is market competitive, including a base salary range of: $90,000 to $110,000. Vizion intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience and location.●       Equity Options – Share in the upside of our company’s success●       We prioritize diversity in our hiring and are LGBTQ+ friendly●       Fully remote: Work from your home office or beach somewhere (as long as the beach has Wi-Fi, of course)!●       Excellent No-Cost Medical, Dental and Vision plans: 100% coverage for you and dependents●       Unlimited PTO Policy: We believe in recharging our batteries and we mean it when we say we expect you to take time off!●       401(k) with company contribution●       Company-Provided Laptop (Mac or PC) and an office-outfitting budget Did you know: Some studies indicate that the average female-identifying person will apply to a job only if they feel that they qualify for 100% of the requirements? Persons of color experience this at an even higher rate. Whereas male-identifying people will apply if they feel that they qualify for 60% or more of the requirements. Now you (may) know something new, and we want to encourage anyone who feels that they might be qualified for the role to apply. You may be surprised! We do not and shall not discriminate on the basis of race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations. These activities include, but are not limited to: hiring and firing of staff, selection of vendors, and provision of services. We at Vizion are committed to providing an inclusive and welcoming environment for all members of our staff, contractors, vendors, and clients.

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