Technical Support Engineer III

📋 Description

• • Own the highest-severity incidents in ShipBob’s production environment: you are the final escalation point for L1/L2 teams when orders, inventory, or shipping workflows are at risk. You will triage, isolate, and remediate issues across Windows, macOS, iOS/Android endpoints, AWS, networking layers, and third-party carrier APIs to restore service within SLA.
• • Drive root-cause analysis for every P1/P2 incident. You will lead blameless post-mortems, publish detailed RCAs, and turn findings into concrete action items that prevent recurrence. Your reports will be consumed by Engineering, Product, and executive leadership.
• • Architect and maintain automation that eliminates toil. You will write Python, Bash, or PowerShell scripts, build Terraform modules, and create self-healing runbooks that cut MTTR by at least 30 % within your first year.
• • Mentor junior engineers in the SOC. You will pair-program on tricky tickets, review pull requests, and deliver monthly brown-bag sessions on topics like Kubernetes debugging or SQL performance tuning.
• • Continuously improve observability. You will expand our Datadog dashboards, fine-tune Prometheus alerts, and introduce new SLOs that give teams early warning before customers feel pain.
• • Partner with Engineering squads during feature launches. You will participate in design reviews, craft rollback plans, and run game-day chaos exercises to ensure new code ships safely.
• • Optimize on-call rotations. You will balance pager load, document escalation paths, and champion follow-the-sun coverage so that no single region carries the burden overnight.
• • Influence the product roadmap. By translating support pain into user stories, you will help prioritize fixes for the most friction-heavy parts of the merchant experience.
• • Maintain security and compliance. You will apply CIS hardening standards, coordinate SOC 2 evidence collection, and ensure every change is tracked in our CMDB.
• • Cultivate a culture of ownership. You will celebrate wins, share knowledge in Confluence, and make the SOC a place where engineers grow careers, not just close tickets.