Customer Support Engineer

About us

At Auctane, we are united by a passion to help sellers — wherever they are, however they operate — fulfill the promises they make to consumers. The Auctane mission is to fuel commerce through exceptional delivery. We make it possible for businesses to meet the ever rising expectations of their customers, and we make the world smaller and more accessible to consumers everywhere. Auctane brands enable hundreds of thousands of merchants to annually deliver billions of products — over $200 billion worth — to customers around the globe. And Auctane is just getting started.

Auctane is a team of shipping and software experts with a passion for helping merchants move their ideas, dreams and innovations around the globe. The Auctane family includes ShipStation, ShipWorks, ShipEngine, ShippingEasy, Stamps, Endicia, Metapack, Shipsi, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.

About the role

This role offers a rewarding opportunity for a passionate Customer Support Engineer to join a dynamic team at Metapack. You'll play a vital role in ensuring our customers have a positive experience with Metapack's shipping solutions by providing exceptional technical support, troubleshooting application issues, and helping resolve inquiries efficiently. The role requires a blend of technical expertise, strong communication skills, and a collaborative spirit. Participate in short-term business trips to learn and understand the application of supported products in practice, as well as build relationships with customers.

Some of your KPIs will be:

• Meeting or exceeding Service Level Agreements (SLAs) for incident resolution.
• Active participation in training sessions and fostering a supportive team environment.
• Achievement of quarterly performance targets.

What will you be doing?

• Provide exceptional technical support to our international customers by troubleshooting Auctane’s shipping applications and resolving inquiries efficiently via our ticketing system.
• Analyze monitoring systems and performance logs to proactively identify and diagnose customer issues.
• Develop effective workarounds and implement permanent solution. 
• Actively maintain and update the knowledge base and operational handbooks with accurate information.
• Contribute to a positive and collaborative team environment by offering assistance and participating in training sessions. 
• Demonstrate a strong motivation to expand your technical expertise by actively learning new systems and processes.
• Leverage your technical understanding to support projects, including writing basic SQL queries. 
• Analyze log data using tools like ELK to identify trends and potential issues.
• Work effectively with other departments to identify and resolve technical issues. 
• Work within a flexible schedule that may occasionally require adjustments (8:00 AM to 6:00 PM). 24/7 support might be required for short durations on rare occasions, such as peak periods. 
• Participation in an out-of-hours duty.
• Thrive in a collaborative international team environment.

What are we looking for?

• Communicative level of written and verbal English.
• Strong software, technical, and analytical skills with a general understanding of IT concepts (ex. Windows environment, web applications, system architecture...).
• Possess a strong desire to learn new technologies and continuously improve your skillset.
• Be comfortable working within a flexible schedule that may occasionally require adjustments. 
• The ability to write basic SQL queries to retrieve relevant data from databases

What will make you stand out?

• Familiarity with tools used to interact with and test APIs is a plus (e.g., Postman/Soap).
• A basic understanding of tools used for log analysis and data visualisation is beneficial (e.g., ELK, Sumo Logic, NewRelic).
• Understanding of data privacy regulations (RODO) and best practices for handling customer data is essential.

What do we offer?

🗓️ Annual Salary Review: We are reviewing the salaries of all our teams annually in order to evaluate an increase according to individual performance and the business results.

📙 Personal Training Budget. Up to 7.000/ 4.100 PLN/year training budget (certifications, conferences attendance, etc.) to invest in your professional development. We want to help you improve your technical skills, feel involved in the product community, and develop your soft skills to lead teams and manage other stakeholders.

🌅 Up to 30 days of vacation per year (additional days are granted along with seniority at AUCTANE).

💙 Up to 500 PLN/year to match your NGO donations! We are happy to support your initiatives by duplicating the amount donated.

😊 Volunteer day. You can take 1 day off per year in order to participate in volunteering activities! We will love to see some pictures in our slack!

Referral Fee 🔗 We need your support in hiring top-class talent! We offer a referral bonus of 4k-20k PLN, depending on the complexity of the role and the hiring process.

👩‍⚕️We have an Employee Assistance Program with psychological assistance free of charge.

⚖️ Great work-life balance We offer a flexible work schedule and will do our best to adapt to your personal situation. Working in a fast-paced environment can be intense, but that doesn’t mean you shouldn’t enjoy your free time!

💜 An inclusive and upbeat work environment Leave your suit behind... we’re a t-shirt and converse kind of place! More importantly, our company culture promotes diversity and inclusion. The personality and opinions of each of our team members are important and valid, and we aim to offer all employees a safe environment where they can be themselves and thrive.

🌍 A cross-cultural atmosphere We are a truly international team of 20 nationalities that speak 10 languages. Our company language is English and all internal communication and company-wide meetings are in English.

🏟️ Company events Work hard, play hard! We do our best every day, even at our regular team-building events. 

📺 Internal and external training, free access to online training platforms such as Linkedin Learning

🏠 Possibility to work in a home-office using equipment provided by AUCTANE, or in our office prepared in accordance with all safety requirements.

🗺️ Languages classes every week. Thirsty for knowledge? Learn a new language by joining our free English/Spanish/German classes. You can connect and enjoy taking up a new language or improving your current skills with one of our great instructors.

🏥 Free private medical insurance.

📄 Attractive life insurance.

🏐 Co-financing for sports and recreational activities

🏐 Gym membership co-financing

🏢 Nice Office in Zielona Gora (free drinks, snacks…)

Do you want to know a little bit more about the team? Please, don’t hesitate to reach out to Amazing Auctane-PL and our Instagram