Company Description
eShipz is an innovative logistics automation platform designed to simplify shipping operations and enhance post-purchase experiences. The platform offers features like multi-carrier integrations, real-time tracking, NDR management, and analytics, helping businesses streamline their logistics processes. Trusted by over 350 enterprises and eCommerce brands, eShipz delivers comprehensive solutions such as automated shipping labels and freight audits. Known for its user-friendly tools and reliable customer support, eShipz is empowering businesses to achieve smarter shipping. Explore more at www.eshipz.com.
Role Description
AnL2 Technical Support Engineer with Python knowledgeis responsible for handling escalated, more complex technical issues that the Level 1 (L1) support team cannot resolve. Your primary goal is to performdeep-dive analysis, troubleshooting, and problem resolutionto minimize customer downtime and ensure system stability.
Python is a key skill, used for scripting, automation, debugging, and data analysis in this role.
Key Responsibilities
- Advanced Troubleshooting & Incident Management:
- Serve as the escalation point for complex technical issues (often involving software bugs, system integrations, backend services, and APIs) that L1 support cannot resolve.
- Diagnose, analyze, and resolve problems, often requiring in-depth log analysis, code review, and database querying.
- Own the technical resolution of incidents end-to-end, adhering strictly to establishedService Level Agreements (SLAs).
- Participate inon-call rotationfor critical (P1) incident support outside of regular business hours.
- Python-Specific Tasks:
- Develop and maintainPython scriptsforautomationof repetitive support tasks, system health checks, and data manipulation.
- Use Python fordebuggingand troubleshooting by analyzing application code, API responses, or data pipeline issues.
- Writead-hoc scriptsto extract, analyze, or modify data in databases for diagnostic or resolution purposes.
- Potentially applybasic-to-intermediate code fixesin Python applications in collaboration with development teams.
- Collaboration and Escalation:
- Collaborate closely withL3 Support, Software Engineers, DevOps, and Product Teamsto report bugs, propose permanent fixes, and provide comprehensive investigation details.
- Escalate issues that require significant product changes or deeper engineering expertise to the L3 team, providing clear, detailed documentation of all steps taken.
- Documentation and Process Improvement:
- ConductRoot Cause Analysis (RCA)for major incidents, documenting the cause, resolution, and preventative actions.
- Create and maintain aKnowledge Base (KB), runbooks, and Standard Operating Procedures (SOPs) for recurring issues to empower L1 and enable customer self-service.
- Proactively identify technical deficiencies in processes and systems and recommend improvements to enhance service quality.
- Customer Communication:
- Maintain professional, clear, and timely communication with customers, explaining complex technical issues and resolutions in an understandable manner.
Required Technical Skills
- Programming/Scripting:
- Strong proficiency in Python(for scripting, automation, debugging, and data manipulation).
- Experience with other scripting languages likeBashorShell
- Databases:
- Proficiency inSQLfor complex querying, debugging data flow issues, and data extraction.
- Application/Web Technologies:
- Understanding ofAPIconcepts (RESTful/SOAP) and experience troubleshooting them using tools likePostmanorcurl.
- Knowledge of application architectures (e.g., microservices, SOA) is a plus.
- Monitoring & Tools:
- Experience with support ticketing systems (e.g., JIRA, ServiceNow).
- Familiarity with log aggregation and monitoring tools (Kibana, Splunk, ELK Stack, Grafana)
