Customer Support Officer (fixed term contract)

About us

At Auctane, we are united by a passion to help sellers — wherever they are, however they operate — fulfill the promises they make to consumers. The Auctane mission is to fuel commerce through exceptional delivery. We make it possible for businesses to meet the ever rising expectations of their customers, and we make the world smaller and more accessible to consumers everywhere. Auctane brands enable hundreds of thousands of merchants to annually deliver billions of products — over $200 billion worth — to customers around the globe. And Auctane is just getting started.

Auctane is a team of shipping and software experts with a passion for helping merchants move their ideas, dreams and innovations around the globe. The Auctane family includes ShipStation, ShipWorks, ShipEngine, ShippingEasy, Stamps, Endicia, Metapack, Shipsi, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.

Our values

About the role

This role offers a rewarding opportunity for a passionate Customer Support Engineer to join a dynamic team at Metapack. You'll play a vital role in ensuring our customers have a positive experience with Metapack's shipping solutions by providing exceptional technical support, troubleshooting application issues, and helping resolve inquiries efficiently. The role requires a blend of technical expertise, strong communication skills, and a collaborative spirit. Participate in short-term business trips to learn and understand the application of supported products in practice, as well as build relationships with customers.

What will you be doing?

• Provide exceptional technical support to our international customers by troubleshooting Auctane’s shipping applications and resolving inquiries efficiently via our ticketing system.
• Analyze monitoring systems and performance logs to proactively identify and diagnose customer issues. Develop effective workarounds and implement permanent solutions.
• Actively maintain and update the knowledge base and operational handbooks with accurate information. 
• Contribute to a positive and collaborative team environment by offering assistance and participating in training sessions.
• Demonstrate a strong motivation to expand your technical expertise by actively learning new systems and processes.
• Leverage your technical understanding to support projects, including writing basic SQL queries. Analyze log data using tools like ELK to identify trends and potential issues.
• Work effectively with other departments to identify and resolve technical issues.
• Work within a flexible schedule that may occasionally require adjustments (8:00 AM to 6:00 PM). 24/7 support might be required for short durations on rare occasions, such as peak periods.
• Participation in an out-of-hours duty.
• Thrive in a collaborative international team environment.

What are we looking for?

• Communicative level of written and verbal English.
• Strong software, technical, and analytical skills with a general understanding of IT concepts (ex. Windows environment, web applications, system architecture… ).
• Possess a strong desire to learn new technologies and continuously improve your skillset.
• Be comfortable working within a flexible schedule that may occasionally require adjustments.
• The ability to write basic SQL queries to retrieve relevant data from databases.

What will make you stand out?

• Familiarity with tools used to interact with and test APIs is a plus (e.g., Postman/Soap).
• A basic understanding of tools used for log analysis and data visualisation is beneficial (e.g., ELK, Sumo Logic, NewRelic).
• Understanding of data privacy regulations (RODO) and best practices for handling customer data is essential.

What do we offer?