Technical Support Engineer III

As a member of the ShipBob Team, you will... 

• Grow with an Ownership Mindset: We champion continuous learning and proactive innovation. Team members are encouraged to identify challenges and take ownership of initiatives that drive merchant, company and personal growth. By tackling complex problems and exploring creative solutions, you won’t just follow a playbook, you’ll be actively building the future of ShipBob.
• Collaborate with Peers and Leaders Alike: ShipBob values collaboration and support, where team members and leaders alike are committed to helping each other succeed. We all set high standards and understand the importance of transparency at all levels. We’ve created an environment where trust, open communication, and mutual respect motivate our teams to reach new heights.
• Experience a High-Performance Culture and Clear Purpose: Our commitment to delivering results creates a goal-driven, high-performance culture where everyone is empowered to contribute to our mission with a clear understanding of their direct impact and accountability. We measure success in tangible ways, allowing each team member to see the positive outcomes of their work and celebrate shared victories.

Location: Remote - India 

Role Description: 

As a Technical Support Engineer III, you’ll act as a senior escalation resource within the SOC, managing complex technical incidents, overseeing automation efforts, and guiding junior engineers. You will ensure high system availability, perform detailed root cause analysis, and spearhead continuous improvements across production-support workflows. This role reports to the Manager, Software Operations Center (SOC). 

What you’ll do: 

• Serve as the primary escalation point for L1/L2 support on high-impact production issues. 
• Analyze and resolve problems across endpoints (Windows, macOS, mobile devices), networking, cloud services, and critical enterprise applications. 
• Perform detailed root cause analysis and develop preventative actions. 
• Create automation scripts/tools to reduce manual resolution workloads. 
• Manage IAM systems (e.g., Azure AD/Entra ID). 
• Oversee ticket life cycle in Jira Service Management (or similar), including documentation, escalations, and SLA tracking. 
• Develop and maintain knowledge base articles, SOPs, troubleshooting guides, and training content. 
• Collaborate with software engineering, network, and cloud teams on infrastructure or application-level issues. 
• Provide guidance and best practices in a remote-first, cloud-first environment. 

What you’ll bring to the table: 

• Bachelor’s degree in Computer Science, Engineering, or related field. 
• 5+ years of experience in technical support or operations, with at least 2 years in a senior or escalation role. 
• Established expertise in troubleshooting complex production issues in high-availability environments. 
• Programming & Frameworks: solid experience with .NET Framework and ability to debug .NET applications. 
• Scripting & Automation: Proficiency in Python, PowerShell, or Bash for automation and operational tasks. 
• Database Skills: Advanced knowledge of SQL for troubleshooting and performance tuning. 
• Cloud Platforms: Hands-on experience with AWS, Azure, or GCP, including services for monitoring and scaling. 
• Monitoring Tools: Familiarity with Datadog, PagerDuty, New Relic, or similar tools. 
• CI/CD & Deployment: Understanding of pipelines and release processes for troubleshooting deployment issues. 
• AI/ML Exposure: Knowledge of leveraging AI/ML for anomaly detection, predictive monitoring, and automating repetitive tasks. 
• System Analysis: Ability to interpret logs, analyze performance metrics, and identify bottlenecks. 
• Excellent communication skills and ability to work in a 24/7 support model.

Preferred qualifications:

• Certifications in ITIL, SRE, or cloud technologies. 
• Experience in e-commerce or logistics technology environments. 
• Track record of implementing automation and process improvements.

Perks & Benefits: 

• Medical, Term & Accidental Insurance 
• All Purpose Leave (casual & sick time): 12 days 
• Earned Leave: 15 days 
• Public Holiday: 12 days 
• Generous Maternity & Paternity Leave 
• Quarterly Wellness Day 
• Work From Home Allowance 
• See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob) 

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions. 

About You: 

The work we do at ShipBob is both challenging and rigorous, which means our environment isn’t the right fit for everyone, and that’s okay. We welcome energetic high performers who thrive in a dynamic, collaborative, results-driven environment. We value individuals who embrace accountability and humility, push boundaries, and are motivated by challenging work. Every team member, no matter their role or tenure, is expected to roll up their sleeves and tackle the complex problems we face in today’s global supply chain. 

Learn more about our core values and how we perform at a high level in our day-to-day work on our Culture page (https://www.shipbob.com/careers/culture/).

About Us:  

ShipBob is a leading global supply chain and fulfillment technology platform designed for SMB and Mid-Market ecommerce merchants to provide them access to best-in-class capabilities and to deliver a delightful shopper experience. Merchants can outsource their entire fulfillment operations, utilize ShipBob’s proprietary warehouse management system for in-house fulfillment, or take advantage of a hybrid solution across ShipBob’s dozens of fulfillment center network in the United States, Canada, United Kingdom, Europe, and Australia. ShipBob is backed by leading investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners, and SoftBank Vision Fund 2, and is one of the fastest-growing tech companies headquartered in Chicago. 

ShipBob provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 
 
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. 

There is no deadline to apply for this position, as ShipBob accepts applications on an ongoing basis.