Technical Support Engineer II

As a member of the ShipBob Team, you will...  

Grow with an Ownership Mindset : We champion continuous learning and innovation. You'll take on real problems, create tangible solutions, and drive results that move the needle for ShipBob, our merchants, and for your own professional growth. If you're ready to do the most meaningful work of your career, this is the place.  

Collaborate with Peers and Leaders Alike:  At ShipBob, leaders are accessible; feedback flows in both directions, and everyone, regardless of their seniority or role, steps up to help when needed. We hold each other to high standards because we trust each other to meet them. That combination of transparency and mutual respect is what makes the work here feel worth doing.  

Experience a High-Performance Culture and Clear Purpose:  We are results-driven and clear about what that means: our goals are specific, accountability is shared, and every team member can see how their work connects to our mission. When we hit milestones, we celebrate them together. When we fall short, we learn and move forward.  

Location: Remote - India  

Role Description:  

As a Technical Support Engineer II, you will operate as a strong L2 support engineer within the SOC, handling moderately complex technical issues, serving as an escalation point for L1 engineers, and contributing to system reliability and operational excellence. This role bridges foundational support and senior engineering, with increased ownership, deeper troubleshooting, and early involvement in automation and root cause analysis. This role reports to Director , SOC.

What you’ll do:  

Act as an L2 escalation point for Technical Support Engineer I on production and operational issues.  

Troubleshoot and resolve complex issues across endpoints, networking, cloud services, and internal applications.  

Own incident investigation, resolution, and documentation for assigned tickets.  

Perform preliminary root cause analysis (RCA) and recommend corrective and preventive actions.  

Oversee ticket lifecycle management in Jira Service Management (or similar), ensuring SLA adherence.  

Assist with user and access management systems such as Azure AD / Entra ID.  

Create and maintain knowledge base articles, runbooks, and troubleshooting guides.  

Identify recurring issues and contribute to process improvements and operational stability initiatives.  

Collaborate with senior engineers and cross-functional teams on complex issues.  

Participate in on-call rotations within a 24/7 support model  

Other duties/responsibilities as necessary.  

What you’ll bring to the table:  

Technical Skills:   

Working knowledge of .NET applications and ability to assist in debugging and log analysis.  

Basic to intermediate experience with Python, PowerShell, or Bash.  

Ability to write and interpret SQL queries.  

Hands-on exposure to AWS, Azure, or GCP.  

Experience with monitoring and incident tools such as Datadog, PagerDuty, or New Relic.  

Ability to interpret logs, alerts, and performance metrics.  

Strong problem-solving, prioritization, and communication skills.  

Qualifications:  

Bachelor’s degree in Computer Science, Engineering, or related field.  

3–5 years of experience in technical support, IT operations, or production support.  

Experience handling L2-level issues in a 24/7 support environment.  

Strong written and verbal communication skills.  

Preferred Skills:   

ITIL or cloud certifications (AWS, Azure, GCP).  

Experience supporting SaaS, e-commerce, or logistics platforms.  

Interest in automation and reliability engineering.  

Perks & Benefits:  

Medical, Term & Accidental Insurance  

All Purpose Leave (casual & sick time): 12 days  

Earned Leave: 15 days  

Public Holiday: 12 days  

Generous Maternity & Paternity Leave  

Quarterly Wellness Day  

Work From Home Allowance  

See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob)  

#LI-DNI We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions.  

About You:  

Building the world’s leading full-stack fulfillment platform is challenging work. The problems we solve are complex, the pace is fast, and the bar is high. That means ShipBob’s environment isn’t the right fit for everyone, and that’s okay. If you are ready to take ownership, push boundaries, and grow alongside a team that genuinely supports each other, we would love to hear from you.  

Learn more about our core values and how we perform at a high level in our day-to-day work on our Culture page ( https://www.shipbob.com/careers/culture/ ).  

About Us:  

ShipBob is a leading global supply chain and fulfillment technology platform designed for SMB and Mid-Market ecommerce merchants to provide them access to best-in-class capabilities and to deliver a delightful shopper experience. Merchants can outsource their entire fulfillment operations, utilize ShipBob’s proprietary warehouse management system for in-house fulfillment, or take advantage of a hybrid solution across ShipBob’s dozens of fulfillment center network in the United States, Canada, United Kingdom, Europe, and Australia. ShipBob is backed by leading investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners, and SoftBank Vision Fund 2, and is one of the fastest-growing tech companies headquartered in Chicago.  

At ShipBob, every full-time employee gets access to our best-in-class AI and productivity tools from Day 1 at no cost. This isn't a pilot or a perk for select teams. It's standard for everyone. We believe innovation isn't owned by one department. Whether you're in Talent, Operations, Finance, Engineering, or Customer Success, we expect you to ask: how can this be done better, faster, or smarter? These tools are our investment in your ability to find those answers.

We may use AI-powered tools during our interview process to support things like notetaking and organizing feedback so our teams can stay focused on getting to know you. These tools help create a more consistent and thoughtful experience. That said, every hiring decision is made by a human.

ShipBob provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.     This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, c ompensation and training.  

There is no deadline to apply for this position, as ShipBob accepts applications on an ongoing basis .