Technical Support Engineer

**About Onfleet**

Onfleet’s mission is to power the future of commerce by enabling businesses of all sizes to move goods more efficiently and delightfully**. **Our product includes intuitive smartphone apps for drivers, a powerful modern web dashboard for logistics teams, and automatic notifications and real-time tracking for recipients. Onfleet powers millions of deliveries every week for thousands of businesses around the world across a range of industries, from grocery and prepared meals to pharmacy, flowers, and furniture.

**About the role**

Are you a problem-solver at heart? Do you like working with customers? Do you like catching bugs?

Onfleet is looking for a highly technical, customer-focused Technical Support Engineer based in the Eastern time zone to join our team in a remote capacity. You will work closely with our customers to help them get the most out of our products and ensure their success.

**Onfleet Support team**:
Onfleet Support is a small team, with each member contributing with a unique set of skills and professional experience. The team is globally distributed to maximize service hours. We value customer experience above all else and are looking for someone to help us continue our legacy of excellence.

This is the right role for you if you want to learn new things and develop your skills, while working persistently to get to the bottom of customer issues. If you have lots of questions and always want to know why we do things the way that we do (or better yet, why we don’t do them a better way) you will fit well on our team.

On a given day you might:

- Answer questions about API or app usage
- Offer a customer implementation advice based on code snippets
- Hop on a live call with a customer to try to reproduce a nasty bug
- Spend some time working on internal tools to make our processes more efficient

We are looking for team members that like to roll up their sleeves and are willing to pitch in wherever they can. In short, if you are attracted to challenging work because you see it as an opportunity for growth, then we would love to have you on the team

**What you'll do**:

- Provide customer support to Onfleet customers via Zendesk Support and live calls, taking ownership of technical issues, and working to resolve them
- Reproduce, document, and escalate issues and bugs to the Engineering team
- Participate in our on-call support for customers
- Provide “white glove” support to a select number of Onfleet customers

**What You’ll Bring**:

- You can work US Eastern Time (or an adjacent time zone)
- You have 3+ years of experience in customer-facing roles
- You demonstrate an attention to detail and are passionate about your work
- You have extraordinary communication and problem-analysis skills
- You are familiar with Zendesk or a similar ticketing software
- You have experience or familiarity with API and/or Webhooks
- You have basic knowledge of at least one programming language, preferably Python or Javascript
- You have great people skills for both our customers and to collaborate with your colleagues
- You are a self-starter who is motivated by challenges and learning new skills
- You can work independently and with a team

**Nice To Have**:

- You can communicate in a second, major world language
- You have experience supporting SaaS or other software products
- You are familiar with logistics systems
- You have previous experience working remotely

**What We Offer**:

- Compensation: we consider various factors in determining actual pay, including your skills, qualifications, experience, education or training, and location.
- Employee stock options
- Comprehensive health, dental, vision, disability, and life insurance, if applicable
- Flexible vacation policy
- 401(k)
- Apple MacBook Pro (or equivalent)

Onfleet's 75+ high-performing, globally distributed remote employees operate a lean, near break-even business generating millions of dollars every month. Onfleet has raised over $40m in funding from investors like Kennet Partners, Kayne Anderson, StartX-Stanford Fund, Tuesday.vc, Winklevoss Capital, Playfair Capital, and angel investors including Andy Rachleff, Gil Penchina, Lee Linden, and Tom Fallows. Onfleet is headquartered in San Francisco, CA.

**Onfleet is an Equal Opportunity Employer**:
Onfleet’s culture is one that strongly values diversity in its workplace and we are committed to working with potential team members who can bring diverse perspectives and experience to our company and culture.

We do not make hiring or employment decisions on the basis of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law.