project44 is revolutionizing the freight and logistics industry by applying cutting edge technologies to automate the entire lifecycle of freight shipments including quoting, scheduling, and real-time visibility. project44’s network of APIs is capable of optimizing the shipment lifecycle, empowering companies to deliver the best customer experience possible, and provide up to date data while cutting costs along the way.

We are looking for a passionate Technical Support Engineer to provide enterprise level technical support to our customers. You will be providing support via phone, web, email, chat and other channels as required. Responsible for demonstrating exemplary professionalism, and drawing upon his/her problem solving, critical thinking and technical skills to analyze and resolve customer challenges, develop best practice methods, and ensure customer success. This position will report directly to the Support Engineering Manager.

Key Accountabilities

• Take ownership of customer issues and see problems through to full resolution. This includes, but is not limited to:
• Diagnosing, troubleshooting, and identifying solutions to reported problems
• Identifying potential code bugs and escalating to the appropriate L2 or development teams
• Maintaining prompt, ongoing, and accurate communications to customers and 3rd party stake holders throughout the course of a reported technical issue
• Advocate for both customers and project44
• Take ownership of expanding internal and external knowledge base via tech notes and customer-facing articles
• Work closely with the development teams, QA, and the Product team to assist in code defect resolution and fulfill enhancement requests
• Work closely with and assist Account Management to ensure customer success
• Work closely with the Onboarding team to support customer integrations
• Play an influential role in growing project44 to the industry leader in technology

Requirements and Preferred Skills

• BS degree in Information Systems, Computer Science, or equivalent experience 
• Minimum 1+ yrs of L1 or similar work experience in customer-facing technical support, IT support or as a technical engineer
• General understanding of software flow, execution, and development processes
• Basic understanding of API and cloud technology, including basic database knowledge and utilities for monitoring and logging API transactions
• Strong problem-solving skills
• Excellent time management and multi-tasking skills
• Excellent client-facing, written and verbal skills
• Must be legally authorized to work in the United States