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Flexport
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Support Engineer Ⅱ, Forwarding Application

Team

Engineering, Freight Forwarding Applications

Location

Shanghai

Support Engineer Ⅱ, Forwarding Application

Support Engineer, Forwarding Application

At Flexport, we believe global trade can move the human race forward. That’s why it’s our mission to make it easy and accessible for everyone. We’re shaping the future of a $8.6T industry with solutions powered by innovative technology and exceptional people. Today, companies of all sizes—from emerging brands to Fortune 500s—use Flexport technology to move more than $19B of merchandise across 112 countries a year. 

The recent global supply chain crisis has put Flexport center stage as we continue to play a pivotal role in how goods move around the world. At a valuation of $8 billion, we’re experiencing record growth and are proud to have the support of the best investors in the game who believe in our mission, solutions and people. Ready to tackle global challenges that impact business, society, and the environment? Come join us.

The opportunity:

The Forwarding Applications team is responsible for building the software that freight forwarders use to move goods around the world. We build the best in class forwarding software that powers a global distribution network operated by Flexport and its Partners to offer and fulfill the earth’s largest selection of freight service offerings with global coverage, high reliability and at a low cost.

The role involves learning the business of freight forwarding, taking ownership of customer issues and seeing problems through resolutions. The ideal candidate will seek resolution to problems and mitigate risk, always ensuring a customer obsessed experience has occurred, and work closely with the software development teams to provide support as part of the operations procedure and SLA. You will play an active role in defining the support processes for technologies in partnership with other technology leaders within and possibly outside the team. You will provide ticketing support for our forwarding applications, resolve customer requests by fixing application bugs, deep dive issues to fix root cause, identify and automate manual steps, and misc. Ability to learn and use coding languages to implement automation solutions and fix application bugs is critical. This role will be located in Shanghai or Shenzhen.

You will:

  • Provide support of incoming tickets follow SLA with respect to ticket severity, including extensive troubleshooting tasks, with responsibilities covering multiple products, features and services
  • Work on operations and maintenance driven coding projects
  • Software deployment support in staging and production environments
  • Prepare accurate and timely system operation reports and review across the teams
  • Develop tools to aid operations and maintenance

You should have:

Basic Qualifications

  • BS/MS in Computer Science/Engineering or related disciplines
  • 2+ years overall technical support experience
  • Strong debugging/troubleshooting skills
  • Excellent verbal & written communication skills
  • Strong understanding of support processes, handling tickets, monitoring, processes and metrics
  • Strong as an individual contributor creating and managing standard operating procedures and internal processes
  • Ability to solve complex problems independently
  • Solve problems at their root, stepping back to understand the broader context.
  • Maintain SLA’s through the implementation of proactive issue detection and reporting.
  • A bias for action. When you see a problem, you solve it

Preferred Qualifications

  • Knowledge of the UNIX/Linux operating system
  • Experience with front-end development and debugging
  • Understanding of XML/SOAP, web services, distributed system, web application development, and industry-standard commerce systems.
  • Able to write complex scripts and automation (using any one of Shell, Ruby, Perl, Python)
  • Ability to write intermediate level database queries.
  • Non-optional: an aptitude for learning quickly.

Engineering Culture and Values:

About Flexport:

At Flexport, we believe global trade can move the human race forward. That’s why it’s our mission to make it easy and accessible for everyone. We’re shaping the future of a $8.6T industry with solutions powered by innovative technology and exceptional people. Today, companies of all sizes—from emerging brands to Fortune 500s—use Flexport technology to move more than $19B of merchandise across 112 countries a year. 

The recent global supply chain crisis has put Flexport center stage as we continue to play a pivotal role in how goods move around the world. At a valuation of $8 billion, we’re experiencing record growth and are proud to have the support of the best investors in the game who believe in our mission, solutions and people. Ready to tackle global challenges that impact business, society, and the environment? Come join us.

Worried about not having any freight forwarding experience?

  • Don’t be! We’re building the first Operating System for Global Trade. That’s why it’s incredibly important for us to bring people from diverse backgrounds and experiences together with our industry veterans to help move the freight forwarding industry forward.
  • What’s freight forwarding and why does it matter? Freight forwarding is the coordination and shipment of goods from one place to another and it’s what makes global trade possible. Flexport is on a mission to make global trade easier for everyone because we believe it can help connect the world and break down economic barriers.
  • We know this industry is complex. That’s why we invest in education starting day one with Flexport Academy, a one week intensive onboarding program designed specifically to set every new Flexport employee up for success.

At Flexport, our ability to fulfill our mission of making global trade easy for everyone relies on having a diverse, dedicated and engaged workforce. That is why Flexport is committed to creating and nurturing an environment where anyone can be their authentic self. All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, national origin, age, physical and mental disability, health status, marital and family status, sexual orientation, gender identity and expression, military and veteran status, and any other characteristic protected by applicable law.

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