Technical Support Engineer III
ShipBob
Job Overview
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Job Description
About ShipBob
As a member of the ShipBob Team, you will grow with an ownership mindset, championing 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. 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. 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.
Role Overview: Technical Support Engineer III
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
About You
The work we do at ShipBob is both challenging and rigorous. 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.
Key skills/competency
- Technical Support
- Incident Management
- Root Cause Analysis
- Automation Scripting
- Cloud Platforms (AWS, Azure, GCP)
- Database Troubleshooting (SQL)
- System Monitoring (Datadog, PagerDuty)
- IAM Systems (Azure AD/Entra ID)
- Production Support
- .NET Debugging
How to Get Hired at ShipBob
- Research ShipBob's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor.
- Tailor your resume: Highlight your experience in senior technical support, automation, and complex troubleshooting, specifically for a Technical Support Engineer III role.
- Showcase problem-solving skills: Prepare examples of how you've resolved high-impact production issues and implemented preventative actions.
- Demonstrate technical depth: Be ready to discuss your proficiency in .NET debugging, scripting (Python/PowerShell), SQL, and cloud platforms like AWS/Azure/GCP.
- Emphasize collaboration and ownership: Illustrate instances where you've collaborated with diverse teams and taken ownership of initiatives in technical operations.
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