Tier 1 Support Engineer

Extensiv is the fastest-growing SaaS solution in the third-party logistics market. Keeping up with the massive increase in online retail activity from companies like Amazon, Shopify, Target, and the growth in supply chain logistics can be challenging for warehouses. Born within an active 3PL warehouse, Extensiv built the first cloud-based warehouse management platform to better serve customers and increase warehouse efficiencies to grow their businesses. We pride ourselves on understanding and delivering best practices and excellence to 3PLs and their customers.   

The Role:

At Extensiv, our support engineers are the heart and soul of our business. We care deeply about our customers and consistently go above and beyond to help. Our fast-growing customer base relies heavily on our ability to be present and helpful 24/7. We utilize phone, email, and chat vectors to solve our customers issues or escalate them to the proper party inside of a multi-tiered organization. 

What You Will Do:

• Frontline technical software support in a mixed email, phone, and/or chat environment 
• Troubleshoot, test, and resolve technical and configuration issues 
• Educate customers on use of the software and best practices 
• Reproduce, analyze, and escalate software and platform defects 
• Serves as the liaison between Extensiv and our customers 

• Understand 3PL warehouse clients’ business objectives act accordingly 
• Maintain regular clear updates with our customers until resolution 
• Available on rotation for 24/7 on-call escalations for critical issues 

You Bring: 

• 2 years of experience in technical support and/or customer facing roles 

• Experience related to software, e-commerce, or warehousing 
• Confidence with technical troubleshooting and problem-solving 
• Fantastic oral and written communication 
• Amazing people skills with a zeal to work with customers 
• Thrive in a fast paced, constantly evolving, team environment 

Bonus Points If You Have: 

• Working knowledge of Supply Chain and Warehouse Management Systems 
• Experience with SaaS support 
• Basic knowledge of SQL, SOAP APIs, REST APIs, and/or EDI 

About Us:

We look for team players/authentic people that strive for excellence and aren’t afraid to be themselves while they do it — because that’s what special teams are made of. If you’re ready to make an impact, take on responsibility, and be a part of our team, then apply to join our team. Our promise is to enable and equip you for long term success, all while being surrounded by good people looking to do amazing work. 

We value and understand our employee needs for a healthy work life balance. In doing so we offer:

• Generous and flexible paid time off plan
• Summer Friday's and Meeting-free Wednesday afternoons 
• Paid parental leave policy
• Employee resource groups 
• Medical plans from your choice of providers including Kaiser and Cigna 
• Employee equity program 

To create the highest-performing team of professionals, Extensiv focuses on recruiting a dynamic, diverse, and inclusive team that represents our customers and greater communities. To increase diversity, Extensiv’s recruiting and hiring efforts focus on attracting individuals that are diverse in thought, experience, age, race, ethnicity, gender identity, sexual orientation, religion or belief, nationality, disability, veteran status, and any other protected status. 

Teams at Extensiv are expected to empower, engage, and hold their peers accountable for nurturing an inclusive environment where every individual has an equal opportunity to advance and be fairly compensated for their work. 

Extensiv does not accept unsolicited resumes from recruitment agencies or search firms and is not responsible for any fees related to unsolicited resumes. 

Extensiv strives to provide competitive market-informed compensation based on a candidate's knowledge, skills, and experience. The salary range for this position is $24.71/hour to $27.88/hour. Exact compensation may vary based on skills, experience, and location. 

Salary : $25 - $28