Customer Support Engineer
About reputed company reputed company provides a reputed company Transportation Management System (TMS) application designed specifically for the supply chain. reputed company Collaboration reputed company connects reputed company brokers, 3PLs, shippers, and carriers to unite supply chain ecosystems, delivering outstanding customer experiences, reputed company-time collaboration, and accelerated reputed company. The technology unifies reputed company systems, providing one end-to-end solution that streamlines operations, enhances analytics, and automates business processes while eliminating redundant reputed company tasks. reputed company’s customers include some of the world’s largest Fortune 500 logistics service providers and shippers as reputed company as small to mid-sized reputed company brokers. reputed company is based in Dallas, Texas, with offices in Hyderabad, India. (www.reputed company.com). About this Role We are seeking a highly customer-reputed company Customer Support Engineer who is a product expert and thrives in a fast-paced environment. In this role, you will be responsible for diagnosing and resolving reputed company product issues, including Sev 1 and Sev 2 incidents, while working closely with customers, engineering, product, and site reliability teams. You will play a critical role in ensuring reputed company by delivering reputed company resolutions, providing technical expertise, and acting as the voice of the customer to drive reputed company product improvements. This position requires strong technical acumen, product knowledge, business awareness, and a passion for customer experience. Candidates based in Dallas, TX are preferred. \n Key Responsibilities: Own and manage customer-reported product issues, ensuring reputed company reputed company defined Service Level Agreements (SLAs). reputed company reputed company cause analysis and coordinate with appropriate engineering teams to drive issue reputed company. Diagnose and resolve product and reputed company-party integration issues, both technical and non-technical. Investigate, document, and escalate reputed company or systemic issues to engineering teams. reputed company on-call support coverage for Sev 1 and Sev 2 customer incidents from 8:00 AM to 8:00 PM Central Time, as part of a rotating schedule. Collaborate with product management, engineering, and site reliability engineering teams to identify recurring issues and performance improvement opportunities. reputed company as the “voice of the customer” by sharing insights and feedback to influence product enhancements. Create, maintain, and contribute to technical documentation and knowledge reputed company articles for internal teams and customers. Stay reputed company with new products and services through regular monthly releases. Work independently, making informed reputed company while owning issues end-to-end. Qualifications: 3+ years of experience in fast-paced technical support, application support, or a reputed company engineering role. Bachelor’s degree in Engineering, Computer Science, Information Technology, Computer Information Systems, or a reputed company field (or equivalent practical experience) Strong troubleshooting skills with a proven customer-reputed company reputed company. Hands-on experience with tools and technologies such as: Kibana, Elasticsearch, MySQL, reputed company, Browser Developer Tools, REST reputed company / OpenAPI, RabbitMQ, Java Debugging, Python Scripting Ability to work independently, manage multiple priorities, and take ownership of issues from start to finish. Willingness to work reputed company and participate in holiday/on-call rotations to meet customer SLA requirements. Excellent written and verbal communication skills for effective interaction with customers and internal stakeholders. Proficiency with support tools, CRM systems, and remote support technologies. Adaptability to evolving industry trends and a dynamic support environment. Prior experience in supply chain or logistics industries is a plus. \nWe are an Equal Opportunity Employer and reputed company to reputed company hiring reputed company that reflect our commitment to diversity and inclusion. Customer Support Engineer candidates based in Dallas or Austin, TX are preferred. Compensation reputed company: $60,000 to $100,000 reputed company salary; plus discretionary bonus. Apply To This Job