Offer summary

Qualifications:

1-2+ years experience in technical support, solutions engineering, or API integration., Proficient in SQL, relational databases, and coding with Javascript and Python., College degree in a technical field or equivalent hands-on experience., Strong communication skills and ability to build customer relationships..

Key responsibilities:

Troubleshoot and resolve technical API integration issues for e-commerce clients.

Collaborate with customer success and engineering teams to improve customer experience.

Develop internal tools and scripts to automate tasks and test new APIs.

Document processes and learn about international shipping services.

Job description

About Passport:
At Passport, we empower brands to reach their global potential by delivering the #1 international solutions for directtoconsumer businesses. What sets us apart is our expertise in international shipping—enabling brands like Carpe, OneSkin, Rhode, GORUCK, and Wildflower Cases to scale globally with ease. Our extensive network, inhouse team of logistics and ecommerce experts, integrations with Shopify and other ecommerce platforms, and userfriendly portal make us the trusted partner for growthfocused brands looking to expand internationally and create seamless crossborder experiences.

About the you and the role:
We are searching for a Solutions Engineer aka Technical Support Engineer who is a clear communicator, is an experienced problem solver, has a technical background, and is excited to be the part of a small and growing company. This is a remote friendly position!
Our day to day involves problem solving API integration issues, communicating with internal teams and external brands, querying a database using SQL, submitting pull requests through Github to update code (written in Typescript), and balancing project work which involves building personal scripts and international tooling (Slack Bot) to help reduce repetitive or manual tasks.
To you, it’s about improving the overall customer experience, helping our customers succeed, and collaborating closely with the customer success and engineering team.
One of our Values is “You are an owner”. We’re growing quickly, and there are gaps to fill and skills to develop along the way. If you want a job with a clearly defined role and monthly consistency, we’re not the right fit.

This role is a full time position.
Located in Latin America

Responsibilities
Collaborate alongside our Customer Facing teams to serve as the front line, goto resource for all customers’ technical needs and issues
Troubleshoot with ecommerce brands to resolve technical integration issues that occur across the customer lifecycle: from the onboarding of a customer to account maintenance and growth.
Code internal tools and scripts to help reduce repetitive tasks or to build a proof of concept with a new API.
Document and maintain internal knowledge base articles on Notion.
Become an expert on the Passport services while learning about the world of international shipping.
Understand our customers’ pain points and identify trends, collaborating with product and engineering to outline solutions for our core engineering team to implement.
Last but not least, make it your mission to create an exceptional Passport experience for our customers.

You have many of the following:
12+ years experience working in technical account management, technical support, api integration engineer, or solutions engineering
Proficient with SQL and relational databases
Experience coding with Javascript and Python, HTMLCSS, and using GitHub Expertise with REST API Services and JSON and troubleshooting API errors
Experience with Google Sheets
Comfortable with significant customer interaction and strong interest in building relationships
Empathy and the ability to take initiative on doing the right thing for the customer
Curiosity and eagerness to learn new things, even if it’s outside of your daily responsibilities
Ability to understand and communicate complex problems clearly and concisely to different audiences (Executives, Marketers, Engineers, Sales, Customer Success, etc.)
Accountability You take ownership of your work, the answers you provide to others, and learn from your mistakes
Resourcefulness You might not have all the answers, but you know how to find them or provide a workaround
College graduate with a technical degree or equivalent handson experience
Located in Latin America
A sneak peek into our perks & benefits:
Competitive cash and equity packages
Travel & Expenses funds for company events
100% remote work environment #LIRemote
Paid Time Off
Paid Parental Leave
Monthly team gettogethers bring on the Zoom comedians, popashot contests, and sip ’n paints!
Quarterly team (virtual) gatherings and annual team offsites
Learning & Development Fund for upskilling or products to improve your daytoday work life
One time remote work stipend to up your WFH game
Teammates around the world in 8 different time zones!