Technical Support Engineer (L2 ) — SaaS / WMS / APIs

Join ShipHawk’s Support Team and help shape the future of shipping and warehouse automation. We’re looking for a Level 2 Technical Support Engineer who loves solving complex problems, working with APIs, and supporting real-world logistics challenges across our shipping and Warehouse Management System (WMS) platforms.

What You’ll Do

• Troubleshoot and resolve complex issues in our SaaS platform and WMS product.
• Support customer API integrations and technical configurations.
• Customize packing/shipping labels and workflows based on customer needs.
• Work with Engineering, Product, and Success teams to drive resolutions and improvements.
• Guide customers and translate technical solutions into clear, easy-to-understand answers.
• Deliver high-quality support for both standard and premium clients.
• Work schedule: 4:00 PM — 1:00 AM Kyiv time (to align with US business hours).

What You Bring

• 3+ years of experience in technical support or a similar role (SaaS/eCommerce/WMS ideal).
• Strong troubleshooting skills and ability to work with SQL, read JSON, logs, and basic code (Java, JS, PHP, etc.).
• Familiarity with APIs (REST), Postman, HTML, Liquid, or similar tools.
• Excellent communication skills and customer-first mindset.
• Experience with CRM/ticketing systems (e.g. Salesforce Service Cloud).
• Excellent verbal and written English.
• Strong ownership mindset with a high sense of urgency, excellent attention to detail, and the ability to work independently with minimal direction.
• Bonus: understanding of WMS, shipping, or ERP systems like NetSuite.