Technical Escalations Specialist, ShipEngine

 

 

About us

At Auctane, we are united by a passion to help sellers — wherever they are, however they operate — fulfill the promises they make to consumers. The Auctane mission is to fuel commerce through exceptional delivery. We make it possible for businesses to meet the ever rising expectations of their customers, and we make the world smaller and more accessible to consumers everywhere. Auctane brands enable hundreds of thousands of merchants to annually deliver billions of products — over $200 billion worth — to customers around the globe. And Auctane is just getting started.

Auctane is a team of shipping and software experts with a passion for helping merchants move their ideas, dreams and innovations around the globe. The Auctane family includes ShipStation, ShipWorks, ShipEngine, ShippingEasy, Stamps, Endicia, Metapack, Shipsi, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.

Our values

About the role

Escalations agents communicate context and insight to users, support agents, product teams, engineers, and senior leadership to promote the efficient use of our platform and integrations by our users. The Escalations team is responsible for providing updates based on availability and request for issues requiring additional or advanced troubleshooting, or developer effort. Additionally, the function of the Escalations Specialist is to advocate for prioritization and developer work on technical issues impacting usability of the Auctane platform and its integrations. This role will be specifically working with our ShipEngine brand. 

About the Team

The Auctane Escalations Team improves user experience by providing advanced troubleshooting, coaching for frontline support, as well as analysis, confirmed reproduction, attempted resolution, and documentation of issues with the Auctane platform or partnered integrations.

What will you be doing?

• Process service requests critical to user account operations or relay those requests to the appropriate team for completion.
• Maintains a queue of time-sensitive service requests escalated by triage to process immediately.
• For requests unable to be processed with tools available, create service request JIRAs for the development organization.
• Monitor trending service request actions to identify opportunities to reduce user support interactions by providing information towards the resolution of root causes of issues reported.

• Expand and upkeep knowledge of Auctane platform, integrations, and internal tools, in order to provide additional contextual information, potential workarounds, and more efficient processes and interactions for the escalations team.
  • Develop subject matter expertise with regards to the Auctane platform, integrations, and internal tools and their uses.
  • Identify best practices and alternative workflows to compensate for product and integration limitations and issues.
  • Document information for the distribution and consumption of other Auctane employees, users, and partners with regards to platform and integrations

• Work with engineers to ensure the Escalations teams resources are up-to-date and advocate for expanded access for the Escalations team to resolve issues without developer effort.
  • Communicate with developers regarding functionality of internal tools and opportunities for improvement, so as to increase escalations team efficacy
  • Provide context to engineers towards the resolution of underlying platform issues that require advanced support tools

• Monitor and analyze issues escalated to developer teams, in order to advise on efficient prioritization and status of work done for escalated issues, and provide data on trending issues
  • Collect accurate and relevant data on frequency and severity of issues that drive support interactions
  • Provide updates on escalated issues to senior support team and other stakeholders as available.
  • Advocate for issue prioritization based on severity and prevalence of impact.

• Function as escalation team leadership in absence of manager.
  • Provide information to departmental stakeholders on current issues
  • Update status pages, current issue channels, and support leadership during incidents and outages.
  • Provide a redundant and contingent point of contact between other departments and the escalations team

Required Education and/or Experience

• One or more (1+) years of Auctane technical support experience.

The Tech

• Zendesk
• Confluence
• JIRA
• SQL
• HTML
• XML
• API Documentation
• P