Customer Support Engineer (fixed term)
Customer SupportAbout us
At Auctane, we are united by a passion to help businesses deliver — whatever their size, wherever they are, and however they operate. We make it possible for businesses to meet the ever-changing requirements of their industry and customer expectations. Auctane products enable hundreds of thousands of businesses to annually mail and ship billions of items — over $200 billion worth — to recipients around the globe.
The Auctane family of mailing and shipping software products includes ShipStation, Stamps.com, ShipStation API, Endicia, Metapack, GlobalPost, Packlink, and Return Rabbit. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.
Our values
- Win as One
- Delight Customers
- Deliver Great Outcomes
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?
🗓️ 12 months fixed term employment contract (with the possibility of extension)
🗓️ 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 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.
💜 Lunch card
😊 Volunteer day. You can take 1 day off per year in order to participate in volunteering activities!
🔗 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
🏐 Gym membership co-financing
Perks & benefits
Find out why you should join us.
Training & courses
Access to the training platform, workshops, and conferences.
30 days of leave
An extra day off after each year of work.
Charity events
Co-financing of a charitable cause of your choice.
Medical care
Attractive, free medical package.
Life insurance
For you and your family members.
Sport & Recreation
Co-financing for sports and recreation activities.
Foreign Languages
Free English, German, and Spanish lessons.
Work comfort
Work equipment, kitchen stocked with snacks and fresh coffee.
Hybrid working model
Possibility to work from home or from the office.
Employee referral program
Bonus for referring a new employee.
Free parking
Parking spaces directly under the office.
No dress code
You dress the way you want.
AUCTANE Active
Support program for your hobbies and passions.
Employee Support Program
Access to psychologists and specialists for you and your loved ones.
Any questions?
Check out our FAQs.
Find the answers to frequently asked questions. If you have more of them our HR department is waiting for a message from you!
At AUCTANE we work in a hybrid model. This means that it’s up to you to choose whether you prefer office work, remote work or their combinations. Visits to the office will be necessary from time to time – you will set their frequency with your team. In the office, you have access to a workplace in a comfortable open space, fresh snacks and the best coffee in the city in our cafe and kitchen. You can use the relaxation rooms and our newly opened bookcrossing library. Working remotely, you use company equipment.
If you see a job offer for you on our website, click the Apply button and fill out the application form. If there is no position for you among our offers and you would like to see your future with us, please send us an email to praca@auctane.com telling us about your experience and professional aspirations. Please attach your CV. We will see what we can offer you and contact you as soon as possible.
We do not like complicated recruitment processes, so we have developed a few simple steps that will allow us to get to know each other better. We start with a telephone conversation during which we will discuss your current professional situation, competencies and plans for the future. We will also answer your questions. After this initial, bilateral verification, we will arrange an online meeting with the manager of the area to which you are applying. If all goes to plan, we will welcome you to the team that you will have the opportunity to meet with before you start onboarding.
The recruitment interview is an opportunity to show your best side, but also the opportunity to get to know us better. We encourage you to familiarize yourself with our activities so that no question will surprise you, as well as with the requirements that we place on a person in a given position. We will ask you about your previous experiences, projects, and initiatives, as well as your strengths. We would like this meeting to be bilateral, so also prepare your own questions for us. We will answer each of them.
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