IT Support Engineer

| Chicago

Build and support the systems, tools, and infrastructure to help Flexport grow.Our team works cross functionally with our partners in IT Operations Engineering, Security, People Ops and other teams to coordinate work, handle ticket escalations and resolve issues.The opportunity:

Flexport is looking for an IT Support Engineer who is passionate about providing an amazing customer experience, while delivering outstanding technical support; We onboard new employees, provision new hardware, provide hands-on support and adhere to security standards for all Flexport employees globally. Ultimately we are responsible for supporting Flexport around the world, in over 12 offices in 6 different countries.

You will:

You will be a customer service and support evangelist, assisting our customers via in person walk-up, support ticket, email, or chat as needed. You will work closely with IT staff to maintain IT support documentation, manage multiple IT queues and help to handle ticket escalations from our global IT Support team. You love building relationships with customers, business partners and IT team members alike. You are passionate about IT end user support, have an excellent background in Mac software and hardware troubleshooting and are hungry to learn and grow in an Enterprise IT environment.

  • Provide support at our IT Help Desk during business hours
  • Perform hardware repairs, upgrades and migrations
  • Resolve problems in a timely manner or escalate on behalf of customers to senior technical staff
  • Provide support to our executive staff and senior leadership
  • Travel to support our distributed offices and locations 
  • Support endpoint security standards (antivirus/firewall/patching/two-factor authentication)
  • Handle system access and maintain user accounts, passwords, data integrity & security
  • Assist with the on-boarding process, prepping and deploying systems, while leading our new hire orientation 
  • Manage the asset life cycle process, maintaining hardware inventory, accurate cycle counts, and decommissioning processes 
  • Support our Global Office Expansion team, staging hardware and working with vendors to deliver goods
  • Help to evaluate hardware and software solutions and participate in IT projects 

You should have:

  • Minimum 2 years experience in IT Support in a professional environment
  • Experience at providing technical support in an Enterprise environment and a love for solving problems
  • An appreciation of the details, including maintaining and updating IT documentation and procedures.
  • Extensive experience in documenting the status of cases and providing updates to customers, the global IT team, and leadership
  • An understanding of the importance of inventory management, the asset lifecycle, and how to maintain an organized help desk
  • Past experience in being a part of both a global and local team
  • Experience using and managing ticket-based enterprise workflow management systems, particularly JIRA and other Atlassian products.
  • Extensive Technical knowledge of MacOS, 10.12.x, 10.13.x, 10.14.x, iOS and Android
  • Advanced knowledge of Windows 10
  • Network fundamentals (laptop connectivity, VPN, printing)
  • Experience administering GSuite for Enterprise (Gmail, GCal, GDocs, etc)
  • Experience with video conferencing solutions and support (Zoom)
  • Experience with VOIP systems (Dialpad)
  • Ability to participate in an on-call rotation that includes after hours and weekend support
  • Willingness to travel to Flexport offices around the world 
  • Some heavy lifting required

About Flexport:

We believe global trade can move the human race forward. That’s why it’s our mission to make global trade easier for everyone. We aim to do this by building the Operating System for Global trade - a strategic model combining advanced technology and data analytics, logistics infrastructure, and supply chain expertise. Flexport today connects almost 10,000 clients and suppliers across 109 countries, including established global brands like Georgia-Pacific as well as emerging innovators like Sonos. Started in 2013, we've raised over $1.3B in funding from SoftBank Vision Fund, Founders Fund, GV, First Round Capital and Y Combinator. We’re excited about the three big ways we’re moving forward after our recent $1B investment from SoftBank Vision Fund in February 2019.

Worried about not having any freight forwarding experience?

  • Don’t be! We’re building the first Operating System for Global Trade. That’s why it’s incredibly important for us to bring people from diverse backgrounds and experiences together with our industry veterans to help move the freight forwarding industry forward.
  • What’s freight forwarding and why does it matter? Freight forwarding is the coordination and shipment of goods from one place to another and it’s what makes global trade possible. Flexport is on a mission to make global trade easier for everyone because we believe it can help connect the world and break down economic barriers.
  • We know this industry is complex. That’s why we invest in education starting day one with Flexport Academy, a one week intensive onboarding program designed specifically to set every new Flexport employee up for success. 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • RubyLanguages
    • ReactLibraries
    • ReduxLibraries
    • Ruby on RailsFrameworks
    • Google AnalyticsAnalytics
    • PeriscopeAnalytics
    • AsanaManagement
    • ConfluenceManagement
    • TrelloManagement
    • MailChimpEmail

Location

Come be a part of the founding team in our newest U.S. office! We're located near tons of restaurants and only a 10-minute walk from 3 parks!

An Insider's view of Flexport

What are some social events your company does?

We have a lot! In-house trivia nights, monthly team lunch outings, and TedTalk Tuesdays are some. Our office has good vibes all around.

JIllian

Global Operations Associate

What's the biggest problem your team is solving?

We are solving the extreme complexity and opacity of trucking coordination and execution in international supply chains. We bring visibility and control to our customers while also reducing operational overhead.

Uri

Senior Engineering Manager

What makes someone successful on your team?

Ownership. Our company is growing quickly and the surface area of our product is growing quickly as well. The strongest contributors identify important projects and see them through completely. They are proactive from the initial research and design phases to the post-launch productive monitoring. As Flexport grows, they emerge as natural leaders.

Max

Staff Engineer

How does your team reward individual success?

The squad model makes every team member's accomplishments integral to his/her peers success which, in turn, stimulates each us to celebrate each others wins through shoutouts on slack, nominations for projects and applause at team meetings.

Ellen

Global Operations Associate

What are Flexport Perks + Benefits

Flexport Benefits Overview

Flexport is an employee forward company. We know that life comes first and want you to take the time you need with our flexible paid time off program. We offer 100% covered health, vision, and dental insurance, 401K, performance bonuses, stock with a 10-year tax option, commuter benefits, a generous maternity (18 weeks with a phase back program that offers reduced hours and flexible schedule during their first month back) and paternity leave (8 weeks), free lunch and snacks, dog-friendly offices, pay equity, career advancement, and more.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Flexport's flexible PTO policy allows employees to take as many days off as they need, providing they get manager approval.
Paid Volunteer Time
Flexport encourages employees to give back with paid volunteer time off up to 10 hours per year.
Paid Holidays
Flexport gives all full-time employees paid time off to observe all major holidays.
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Flexport offers pre-tax commuter benefits for all full-time employees.
Company Outings
Free Daily Meals
Flexport provides catered lunches Monday - Friday and stocks our kitchen with breakfast foods for employees to enjoy in the morning.
Stocked Kitchen
Happy Hours
Pet Friendly
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program

Additional Perks + Benefits

We're proud that we collectively speak over 40 languages and live on 3 continents. We strive to create a workplace where candidates, employees, and all community members within Flexport’s ecosystem of connected organizations are encouraged to share their stories, celebrate their cultures, and learn from one another. Joining Flexport means joining a truly global community.

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