ShipScience

Compensation

Full Description

Job Title: Customer Solutions Engineer Location: Remote (U.S. based only) Reports To: Chief Technology Officer (CTO) Employment Type: Full-Time About ShipScience ShipScience is transforming the world of shipping intelligence. Our platform empowers ecommerce businesses with automated carrier claims filing and management, powerful analytics, carrier optimization tools, and proactive support to reduce shipping costs and negotiate carrier contracts. As we continue to grow, we're looking for passionate team members who are excited to shape the future of shipping. About the Role We're seeking a hands-on, customer-focused Solutions Engineer to be the bridge between our technology and our users. Reporting directly to the CTO, you'll be instrumental in onboarding new customers, setting up carrier integrations, and ensuring every customer has a smooth and successful experience on our platform. You'll be the frontline support for customer tickets, create and refine onboarding processes, implement ticketing solutions, and help us leverage AI tools to scale our support capabilities. This role is perfect for someone with industry or technical experience who's not afraid to dive into the details, solve problems in real-time, and build scalable processes and teams from the ground up. What You'll Do • Customer Onboarding & Setup • Guide new users through the onboarding process with empathy and technical know-how. • Assist with carrier and order system integrations and account configuration within the ShipScience platform (e.g., UPS, FedEx, USPS, Shopify, BigCommerce, NetSuite) • Deliver training and platform walkthroughs to ensure customer success. • Own the Help Center / KB, help launch customer facing release notes and runbooks. • Support & Troubleshooting • Serve as the first line of support for customer inquiries and technical issues. • Triage, investigate, and resolve support tickets with a problem-solving mindset. • Collaborate with the engineering team to escalate and resolve complex issues. • Process & Tooling Development • Build and optimize internal workflows for onboarding and support. • Implement and own the modern ticketing system (e.g., Intercom): routing, macros, automations, reporting. • Evaluate and integrate AI-powered support tools to increase efficiency and response time. • Customer Success Insights • Identify trends in user feedback and propose improvements to the platform. • Advocate for customer needs across Product, Engineering, and Operations teams. What We're Looking For • 2+ years of experience in a Solutions Engineering, Technical Support, Implementation Specialist, or related role. • Experience working with SaaS platforms; logistics or ecommerce experience is a plus. • Strong technical aptitude comfortable navigating APIs, carrier platforms, and troubleshooting. • Excellent communication skills able to explain complex topics clearly and simply. • Self-starter who thrives in fast-paced, startup environments. • Experience with or interest in implementing AI agents or chatbot support tools is a major bonus. • Comfortable with APIs, webhooks, SFTP for helping customers with integrations, and basic SQL for research. Why Join ShipScience? • Be a foundational member of a growing team, reporting directly to the CTO. • Influence and build customer-facing processes from the ground up. • Work remotely with a smart, driven, and kind team. • Competitive salary, equity, and benefits package. • Opportunity to work at the cutting edge of logistics and AI-driven support. Ready to join us? If you're passionate about technology, love solving customer problems, and want to have a meaningful impact in a fast-growing startup, we'd love to hear from you.