Implementation Engineer – Technical Support (WMS/TMS)

Location: Remote – United States
Department: Professional Services / Technical Support
Reports to: Director, Professional Services (initially)

About ShipHawk

ShipHawk is a leading provider of warehouse and transportation management software, helping businesses streamline fulfillment operations, optimize shipping, and scale efficiently. Our technology empowers companies to simplify complex logistics processes and deliver exceptional customer experiences.

We're a growing team of passionate problem-solvers who thrive on collaboration, innovation, and delivering meaningful results for our customers.

About the Role

We're looking for a technically curious, customer-focused Implementation Engineer to join our Professional Services team, with a planned transition into a senior Technical Support role.

You'll start by working on customer implementations, gaining hands-on experience with ShipHawk's configurations, integrations, and warehouse workflows. This initial phase is designed to build deep product expertise so you can eventually troubleshoot and resolve complex technical issues for customers after go-live.

The ideal candidate combines hands-on WMS experience, strong technical troubleshooting skills, and an engineering mindset. You're naturally curious about how systems work under the hood, enjoy solving complex problems, and prioritize configuration over unnecessary customization.

What You'll Do

Implementation Engineering (Initial Focus)

• Conduct technical discovery to understand customer warehouse operations, including receiving, putaway, waving, allocations, picking, packing, cycle counting, and shipping.
• Translate customer requirements into ShipHawk configurations and scalable technical solutions.
• Partner closely with Project Managers, Engineering, and Product to deliver successful implementations and resolve technical challenges.
• Support system integrations, data migrations, cutovers, testing, and go-live readiness.
• Build deep knowledge of ShipHawk's architecture, configurations, and integrations in preparation for transitioning into Technical Support.

Technical Support (Following Transition)

• Own and resolve complex post-go-live technical support cases through Salesforce Service Cloud, email, chat, and customer calls.
• Troubleshoot application logs, SQL databases, REST APIs (JSON/XML), configurations, and integrations using tools such as Postman.
• Investigate technical issues involving PHP, SQL, ZPL, Liquid, HTML, CSS, and related application components.
• Support ERP, eCommerce, and carrier integrations, including NetSuite and Acumatica.
• Perform root cause analysis, escalate defects through Jira, and collaborate with Engineering on sustainable solutions.
• Support enterprise customers, participate in technical investigations, and contribute to case triage and after-hours support rotations as needed.
• Document resolutions, share technical knowledge, and identify opportunities to improve support processes and prevent recurring issues.

What We're Looking For

Required Qualifications

• 3+ years of experience in customer-facing technical roles, including at least 2 years in WMS implementation, application support, or technical support.
• Hands-on WMS experience, including implementing, configuring, troubleshooting, or supporting warehouse management systems or related enterprise software.
• Experience with REST APIs, JSON/XML, application logs, and troubleshooting tools such as Postman.
• Working knowledge of SQL and relational databases, including basic queries, data structures, and integrations.
• Familiarity with technologies such as PHP, JavaScript, HTML, CSS, Liquid, or ZPL, with the ability to read and understand code and configurations.
• Strong technical troubleshooting, root cause analysis, and problem-solving skills.
• Engineering mindset and genuine technical curiosity, with a desire to understand how systems work and develop scalable solutions.
• Excellent communication, organization, and customer-facing skills, with strong ownership and attention to detail.
• Ability to thrive in a collaborative environment, working closely with Project Managers, Engineering, Product, and Support.
• Willingness to transition from project-based implementation work into reactive, case-driven technical support.

Preferred Qualifications

• Experience with WMS, TMS, shipping, or logistics SaaS platforms.
• Experience with NetSuite, Acumatica, ERP, eCommerce, and carrier integrations.
• Advanced SQL skills and hands-on experience with PHP, ZPL, Liquid, or Git.
• Experience with Salesforce Service Cloud and Jira.
• Experience supporting enterprise customers, data migrations, and system cutovers.
• Experience creating technical documentation and troubleshooting guides.

What Success Looks Like

• Deep Technical Expertise: Develop a thorough understanding of ShipHawk's architecture, configurations, integrations, and workflows through hands-on implementations.
• Successful Transition: Apply implementation knowledge to become an effective senior technical resource within Technical Support.
• Strong Problem-Solving: Independently investigate complex issues, identify root causes, and deliver sustainable solutions.
• Customer Success: Provide timely, accurate technical guidance and help customers maintain reliable operations.
• Cross-Functional Collaboration: Partner effectively with Project Managers, Engineering, Product, and Support to resolve issues and improve processes.

Why Join ShipHawk?

At ShipHawk, you'll have the opportunity to develop deep technical expertise, solve meaningful challenges, and make a direct impact on our customers' operations.

This role offers a unique opportunity to learn our technology through hands-on implementations before applying that knowledge to complex technical support challenges. You'll work alongside a collaborative team that values curiosity, ownership, and continuous improvement.

Compensation

95,000$ - 115,000$ annually based on experience

 

Equal Employment Opportunity

ShipHawk is an equal opportunity employer committed to building a diverse and inclusive workplace. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected characteristic.

Reasonable accommodations are available to qualified applicants and employees with disabilities throughout the hiring process and employment.