ABOUT US

We build tools for 100+ brands and retailers in the ecommerce space that help them offer free two-day shipping, same-day delivery, and product expansion into new marketplaces -- keeping them several steps ahead of the curve in a rapidly changing industry.

We are a purpose and culture driven organization that prides ourselves on connectivity, equality, diversity and inclusion. We are committed to our people as a service-oriented company as our people are at the heart of everything we do.

We are Headquartered in Chicago, with offices in New York, Conshohocken, PA (Philly area), and Krakow, Poland and we operate as a subsidiary of FedEx Services.

ABOUT THE ROLE

We are looking to hire a Solutions Support Engineer to help successful adoption of our products and services with a particular focus on our Marketplace offering. As a Solutions Support Engineer, you will be responsible for investigating and troubleshooting partner issues, reviewing and confirming partner API calls and web feeds, collaborating with product teams when needed, and assisting on pre-sales and post-sales technical calls. 

To ensure success as Solutions Support Engineer, you should have in-depth knowledge of web development, web service APIs, XML and CSV feed files, database querying, reading logs; a passion for problem solving and solutions; and high-level communications skills. Ultimately, a top-notch Solutions Support Engineer drives sales and adoption by ensuring that partners and prospective partners have the services they need operating properly.

WHAT YOU’LL DO 

• Acquire expertise in the technical requirements of ShopRunner’s marketplace offering
• Own timely communications with partners when integration issues are submitted
• Troubleshoot partner issues, including reviewing XML/CVS feeds, querying databases, reading log files, etc. 
• Collaborate with the appropriate product teams to determine solutions as needed
• Report and track product bugs
• Deliver technical feedback to partners and prospective partners
• Explain and enable partners on proper usage of the service when needed
• Assist sales and onboarding teams with technical presentations
• Identify potential gaps in a partner’s integration that may require custom solutions
• Understand ShopRunner’s other product and service offerings
• Assist Integration Solutions department with other products and services when necessary

WHAT WE’RE LOOKING FOR

• Strong problem solving and troubleshooting abilities
• Strong prospect- or client-facing presentation skills
• Strong understanding of web architecture and APIs
• Experience writing SQL or other database queries
• Ability to read and understand XML/CSV and log files
• Ability to identify gaps in integrations
• Ability to present ideas in a clean, user-friendly way
• Preferred partner-facing, technical support, or solutions experience

We want you to bring your whole human self to work every single day. We accept you for who you are and consider everyone on an equal opportunity basis without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.