Our Team
The Fulfillment Support Group is a Tier 2 Technical Support team providing specialized support to Fulfillers across MIS and Logistics products. The team resolves complex technical issues, manages escalations and ensures stable, efficient fulfillment operations through proactive support and technical expertise. It also supports and helps customers with product setup, configuration and enablement. Overall, the team plays a key role in maintaining operational continuity and enabling successful adoption of Fulfillment products.
We are seeking a customer-focused Technical Support Engineer to join our Fulfillment (MIS) Support team. In this role, you will provide Level 2 technical support for enterprise manufacturing applications, serving as the primary escalation point for Customers, Tier 1 Support and assisting Incident Management during production issues.
What You Will Do
- Provide Level 2 technical support by resolving escalated issues from Customer and Tier 1 support.
- Troubleshoot application, configuration, API and data-related issues.
- Analyze application logs, stack traces, monitoring alerts and system metrics.
- Escalate software defects to Engineering with detailed technical analysis.
- Support customer configuration requests and application functionality.
- Monitor production environments and respond to alerts.
- Participate in incident response and recovery activities.
- Support on-call production activities.
- Work closely with Engineering, Product, DevOps and Operations teams.
- Contribute to troubleshooting documentation, runbooks and knowledge articles.
- Share technical knowledge with Tier 1 Support.
- Identify recurring issues and suggest process improvements.
- Participate in automation initiatives.
- Contribute to post-incident reviews.
Your Qualifications
At Cimpress, we are striving to hire individuals that add new ideas and perspectives to our teams and enhance our culture. No matter your background or work experience, we strongly encourage you to apply—even if you feel that you don’t meet the exact requirements or have the same qualifications. You might be a great candidate for this or other opportunities.
- Strong understanding of application support methodologies and incident management.
- Experience troubleshooting production applications and distributed systems.
- Ability to analyze application logs, error messages and stack traces to identify root causes.
- Knowledge about REST APIs, including querying, testing and troubleshooting API endpoints.
- Understanding of JSON request and response payloads.
- Knowledge of SQL for querying databases and troubleshooting data-related issues.
Nice to Have
- Bachelor's degree in Computer Science, Information Technology, Information Systems, or related field.
- 2–5 years of Application Support or Technical Support experience working knowledge of AWS cloud services and cloud-native applications.
- Experience supporting RESTful JSON-based web services.
- Familiarity with Zendesk for ticket management.
- Experience using Confluence for technical documentation.
- Experience with Slack or similar collaboration platforms.
- Experience with Confluence, New Relic, Postman tools.
Why You'll Love Working Here
We encourage our engineers to think like owners – to continue to act small as we grow. Every team defines their own roadmaps, and uses the programming languages and technologies that suit them best. This helps us have a big impact at the enterprise level while still feeling small and nimble. We have a Remote-First operating model and culture, with team members in over 15 countries and 30 US states, offering autonomy and the flexibility to work from home. Cimpress also provides collaboration spaces for team members to work physically together.
About Us
Led by founder and CEO Robert Keane, Cimpress invests in and helps build customer-focused, entrepreneurial mass customization businesses. Cimpress Technology develops cutting-edge, best-in-world software that our mass customization businesses use to create personalized physical (and digital) products, for over 17 million global customers. Our businesses can choose the solutions that work for them, or assemble any custom combination they need. This makes it easier and faster to do things like introduce new products, reach customers and track orders. And this kind of innovation keeps customers coming back.
Commitment to Diversity, Equity, & Inclusion
Cimpress exists to help our customers live their dreams. Each dream is unique – and the Cimpress team needs to be as well. We believe in the unique contributions of everyone within a diverse global organization. We are collaborative, inclusive, and innovative. We strive to role model and live an inclusive culture of fairness, respect and belonging for all. And we work together to empower each other, creating a space in which each of us can spark our next great idea.
Equal Opportunity Employer
Cimpress Technology, a Cimpress company, is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, sex, national or ethnic origin, nationality, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, gender presentation, legal or preferred name, marital status, pregnancy, family structure, veteran status or any other basis protected by human rights laws or regulations. This list is not exhaustive and, in fact, in many cases, we strive to do more than the law requires.
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