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Technical Support Engineer

Passport

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IT, Customer Service

Lima, Peru

Posted 6+ months ago

About Passport:

Passport is reinventing cross-border e-commerce logistics as the modern international shipping carrier of choice for eCommerce (customers include Bombas, Native, Ritual, Seed.com). By combining our proprietary asset light network along with technology and customer support, we ensure that consumers around the world receive their packages without the hassle and pain that is typically associated with international shipping.

We’re a growing, ambitious team looking to upend the trillion-dollar international parcel shipping industry through a world-class experience. At Passport, you will have the opportunity to work with some of the biggest e-commerce merchants in the world and think strategically on how to add value to their international business. See this TechCrunch (https://tcrn.ch/2TKQ4eO) article to understand why brands love us.

About the you and the role:

We are searching for a Solutions Engineer aka Technical Support Engineer who is a clear communicator, is an experienced problem solver, has a technical background, and is excited to be the part of a small and growing company. This is a remote friendly position!

Our day to day involves problem solving API integration issues, communicating with internal teams and external brands, querying a database using SQL, submitting pull requests through Github to update code (written in Typescript), and balancing project work which involves building personal scripts and international tooling (Slack Bot) to help reduce repetitive or manual tasks.

To you, it’s about improving the overall customer experience, helping our customers succeed, and collaborating closely with the customer success and engineering team.

One of our Values is “You are an owner”. We’re growing quickly, and there are gaps to fill and skills to develop along the way. If you want a job with a clearly defined role and monthly consistency, we’re not the right fit.

This role is a full time position.

Location: Latin America (Argentina, Peru, Chile) Remote

Responsibilities

Collaborate alongside our Customer Facing teams to serve as the front line, go-to resource for all customers’ technical needs and issues
Troubleshoot with e-commerce brands to resolve technical integration issues that occur across the customer lifecycle: from the onboarding of a customer to account maintenance and growth.
Code internal tools and scripts to help reduce repetitive tasks or to build a proof of concept with a new API.
Document and maintain internal knowledge base articles on Notion.
Become an expert on the Passport services while learning about the world of international shipping.
Understand our customers’ pain points and identify trends, collaborating with product and engineering to outline solutions for our core engineering team to implement.
Last but not least, make it your mission to create an exceptional Passport experience for our customers.

You have many of the following:

1-2+ years experience working in technical account management, technical support, api integration engineer, or solutions engineering
Proficient with SQL and relational databases
Experience coding with Javascript and Python, HTML/CSS, and using GitHub Expertise with REST API Services and JSON and troubleshooting API errors
Experience with Google Sheets
Comfortable with significant customer interaction and strong interest in building relationships
Empathy and the ability to take initiative on doing the right thing for the customer
Curiosity and eagerness to learn new things, even if it’s outside of your daily responsibilities
Ability to understand and communicate complex problems clearly and concisely to different audiences (Executives, Marketers, Engineers, Sales, Customer Success, etc.)
Accountability - You take ownership of your work, the answers you provide to others, and learn from your mistakes
Resourcefulness - You might not have all the answers, but you know how to find them or provide a workaround
College graduate with a technical degree or equivalent hands-on experience