Flexport is looking for an IT Support Engineer who is passionate about providing an amazing customer experience, while delivering outstanding technical support. Our team works cross functionally with our partners in IT Operations Engineering, Security, People Ops and other teams to coordinate work, handle ticket escalations and resolve issues. We onboard new employees, provision new hardware, provide hands-on support and adhere to security standards for all Flexport employees globally. Ultimately we are responsible for supporting Flexport around the world, in over 12 offices in 6 different countries.
You will be a customer service and support evangelist, assisting our customers via in person walk-up, support ticket, email, or chat as needed. You will work closely with IT staff to maintain IT support documentation, manage multiple IT queues and help to handle ticket escalations from our global IT Support team. You love building relationships with customers, business partners and IT team members alike. You are passionate about IT end user support, have an excellent background in Mac/Windows software and hardware troubleshooting and are hungry to learn and grow in an Enterprise IT environment.
● Provide support at our IT Help Desk during business hours (with global and onsite escalations)● Perform hardware repairs, upgrades and migrations● Resolve problems in a timely manner or escalate on behalf of customers to other senior technical staff members● Provide support to our executive staff and senior leadership● Provide AV support for all local conference rooms● Support and maintain company Global All Hands and with local office Stand-Ups● Travel to support our distributed offices and locations as needed● Support endpoint security standards (antivirus/firewall/patching/two-factor authentication)● Handle system access and maintain user accounts, passwords, data integrity & security● Assist with the on-boarding process, prepping and deploying systems, while leading our new hire orientation● Manage the asset life cycle process, maintaining hardware inventory, accurate cycle counts, and decommissioning processes● Manage and maintain vendor relationships for your local office● Support our Global Office Expansion team, staging hardware and working with vendors to deliver goods● Help to evaluate hardware and software solutions and participate in IT projects● Mentor and coach fellow teammates while exhibiting our company values
We believe global trade can move the human race forward. That’s why it’s our mission to make global trade easier for everyone. We aim to do this by building the Operating System for Global trade - a strategic model combining advanced technology and data analytics, logistics infrastructure, and supply chain expertise. Flexport today connects almost 10,000 clients and suppliers across 109 countries, including established global brands like Georgia-Pacific as well as emerging innovators like Sonos. Started in 2013, we've raised over $1.3B in funding from SoftBank Vision Fund, Founders Fund, GV, First Round Capital and Y Combinator. We’re excited about the three big ways we’re moving forward after our recent $1B investment from SoftBank Vision Fund in February 2019.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.