Technical Support Specialist

About Easyship:

Easyship is one of the world’s leading multi-carrier shipping software, built to make global eCommerce borderless. Since 2014, we’ve been on a mission to democratize logistics by removing the "black box" of international shipping costs and complexities. Trusted by over 100,000 brands, our platform provides a single "mission control" for global trade, offering access to 550+ courier services across 200+ destinations.

We are an award-winning, global team (Forbes 30 Under 30, TechInAsia’s Best Startup) with offices in London, New York, Hong Kong, and beyond. We’re growing fast, we value transparency, and we genuinely enjoy building the infrastructure that powers modern commerce. If you're ready to solve complex problems at scale, we’d love to have you join us.

Who We’re Looking For:

We are seeking L2 Support Specialists to serve our client support operations. In this critical, expert-led role, you will provide "white-glove" service to our most valued clients while acting as the bridge between frontline support and L3.

What you additionally need to know:

This is a full-time, onsite role based in our Bengaluru (MG Road) office. The role follows US collaboration hours (10:00 PM–7:00 AM IST) to support seamless cross-regional execution.

What would be you be responsible for:

1. Incident Management & Client Advocacy

• Rapid Response: Monitor dedicated external communication channels to provide immediate, expert-led responses to high-priority client issues, strictly adhering to SLAs.
• End-to-End Ownership: Own the full lifecycle of complex issues—from initial acknowledgement and investigation to client communication and final closure.
• Expectation Management: proactively set clear expectations regarding resolution timelines (ETA) based on issue complexity and resource availability.
• White-Glove Communication: Serve as the dedicated Tier 2 Point of Contact (POC), translating complex technical findings into clear, jargon-free public replies for clients.

2. Technical Investigation & Debugging

• Deep-Dive Analysis: Conduct comprehensive investigations into system behaviour, utilising browser developer tools (e.g., Chrome Inspect) and log analysis to identify root causes.
• API Troubleshooting: Analyse API logs and webhook payloads to pinpoint failure points in data transmission or integration logic.

3. Workflow, Escalation & Documentation

• Escalation Management: Resolve issues independently whenever possible.
• System Integrity: Maintain synchronisation between Zendesk (client-facing) and JIRA (engineering) to ensure transparent status updates.
• Knowledge Sharing: Proactively document troubleshooting guides, common issues, and RCAs (Root Cause Analyses) in Confluence to upskill the wider team.
• Shift Handoffs: Ensure seamless continuity by thoroughly documenting findings and next steps in internal ticket notes before ending a shift.

You Might Be a Good Fit If…

1. You have a sound technical background in the following areas-

• API Mastery: In-depth understanding of RESTful APIs, including the ability to read and manipulate JSON requests/responses and debug webhook failures.
• Ticketing Systems: Operational fluency in Zendesk and JIRA (or similar enterprise-grade service management tools).

2. You have the required Soft Skills-

• Communication: Exceptional written and verbal English skills. 
• Problem-Solving: A logical, investigative mindset that seeks the "why" behind an error, not just the "fix."
• Resilience: Comfortable working in a fast-paced, rotational shift environment (24/5 model) and managing