ShipHawk

Responsibilities:

• Develop new product features
• Fix bugs as they arise
• Ensure Merge Requests improve test coverage by adding new unit tests
• Document explanations of developed features/fixes in Merge Requests and corresponding tickets
• Document completed tickets for internal and external users
• Contribute high-quality code to backend and frontend projects
• Leverage AI-assisted development tools to improve engineering productivity, code quality, testing, debugging, and documentation

Requirements:

• 6+ years developing software in a commercial environment
• 4+ years of Ruby development
• Experience with Ruby frameworks and libraries
• Experience with frontend frameworks (React)
• Experience building REST APIs, ideally using Grape
• Experience building integrations with third-party APIs via REST, SOAP, XML-RPC, etc.
• Solid experience building high-performance, reliable, and scalable services
• Hands-on experience using AI-powered development tools (e.g., GitHub Copilot, Cursor, Claude Code, or similar) as part of the software development lifecycle
• English — B2 (Upper-Intermediate) or higher

Bonus Points:

• WMS / Logistics domain experience
• Experience with ERP systems (NetSuite, Acumatica, Dynamics F&O/BC/NAV etc.)
• Experience with Elasticsearch
• Experience with Go, AWS, Docker, GitLab CI
• Experience with PHP, Java
• Experience with .Net

Benefits We Offer:

• Stock options
• $100/month for Health & Wellness expenses
• $500/year for medical expenses
• 20 PTO days
• Top-level hardware of your choice; ownership will be passed to you

Ready to join our team? Apply now!

Responsibilities:

• Own customer cases end-to-end: clarify the issue, investigate, resolve, and keep the customer informed until closure.
• Investigate and reproduce issues in ShipHawk TMS and WMS by analyzing API requests and responses (JSON/XML), logs, and account configuration to find the root cause.
• Troubleshoot integrations with ERP and eCommerce platforms (e.g., NetSuite) and carriers, including rating, labels, shipping documents, and tracking.
• Resolve issues through configuration fixes, customer education, or workarounds. When a fix is not possible at your level, escalate through the defined process.
• Report confirmed defects to Engineering in Jira with clear reproduction steps, business impact, and supporting evidence (payloads, logs, screenshots).
• Document every interaction and action taken in Salesforce so any teammate can pick up the case.
• Meet team targets for response and resolution SLAs, case backlog, and customer effort (CES) scores.
• Use AI tools daily to analyze logs and payloads, research issues, draft responses, and automate repetitive tasks.
• Spot recurring issues and create or improve knowledge base articles and internal documentation, including content used by our support AI assistant.
• Share feedback with management on feature requests, product gaps, and customer pain points.
• Keep building your knowledge of ShipHawk products, shipping workflows, and triage practices.
• Help onboard new Technical Support team members and support teammates when needed.
• Other duties as assigned by management.
• Weekend monitoring: one weekend per month, during regular working hours. Both days.

Requirements:

• 3+ years in technical customer support, application support, or a similar technical role.
• Strong troubleshooting skills: comfortable reading JSON/XML payloads and logs and testing APIs with tools like Postman.
• Hands-on experience using AI at work: writing effective prompts, troubleshooting with AI, and automating everyday tasks.
• Excellent written and spoken English; able to explain technical issues clearly to non-technical customers.
• Critical thinking and close attention to detail; able to work through problems with limited context.
• Strong ownership and a sense of urgency; works independently with minimal direction.
• Good time management; stays effective and positive in a fast-paced, high-pressure environment.
• Fast learner, curious, and self-motivated.
• Experience with a ticketing system (Salesforce Service Cloud, Zendesk, Jira Service Management, or similar).
• Basic understanding of shipping and fulfillment processes in eCommerce.
• General knowledge of ERP systems.

Nice to have:

• Experience with TMS and/or WMS software.
• Salesforce Service Cloud and Jira experience.
• NetSuite or other ERP integration experience.
• SQL skills.
• Basic code reading (Java, JavaScript, PHP, etc.).
• Familiarity with HTML, CSS, and SOAP web services.

In your application, share one example of how you’ve used AI to solve a work problem or automate a task.

Benefits We Offer:

• Flexible work schedule: choose your preferred shift — 11:00 AM, 12:00 PM, 1:00 PM, or 2:00 PM to 8:00 PM, 9:00 PM, 10:00 PM, or 11:00 PM (Kyiv time).
• $100/month for Health & Wellness expenses.
• $500/year for medical expenses.
• 20 PTO days.
• Top-level hardware of your choice; ownership will be passed to you.