The opportunity
We are looking for a talented Integration Support Engineer to join our team! In this role you will be supporting the integrations built to help exchange data between Flexport and our customers and partners..
What you'll do
Proactively support the integrations running in our production environment.: This would include monitoring and triaging the inbound requests, providing support for integration issues, owning investigations end to end and contributing to the integration support knowledge base. Drive end-to-end resolution for high-priority production incidents, perform root cause analysis (RCA) and implement permanent fixes or workarounds.
Partner with internal operations, business and technical teams to drive the: success rate of these integrations to help bring maximum value to our customers. Lead meetings with customers/third parties by involving required internal team members to help resolve any issues.
Identify and execute improvement enhancements within the integrations or surface platform level improvements.
Work as a technical expert in the logistics space, EDI standards being used: by our larger partners for logistics data, Boomi (our iPaaS), and Flexport public (and private) APIs and develop a deep understanding of new and existing integrations.
Partner closely with Product and Engineering teams to transition new: integrations from "build" to "support." Act as the voice of the customer to influence the product roadmap based on recurring support trends.
Work efficiently to contribute to a high success rate across all support SLAs: by identifying opportunities to optimize existing processes as well as product inefficiencies and also help educate our users on best practice guidelines and overall integration success guidelines
What they're looking for
- Lead technical calls with high-value customers and third-party vendors. You: will translate complex technical EDI/API issues into actionable business insights for non-technical stakeholders.
- Create and maintain required charts, dashboards to monitor the health of integrations
- Ensure the team meets or exceeds SLAs, taking ownership of the most: challenging tickets while identifying systemic bottlenecks in the support workflow.
- Share insights and lessons learned about the integration issues you come: across with your Flexport Ecosystem peers to continuously improve our processes and efficiency
