Technical Support Specialist ParcelNest Technologies

About ParcelNest

ParcelNest Technologies develops software that helps online retailers manage orders, inventory, and shipping in one place. Our platform gives growing businesses practical tools to simplify daily operations and keep their customers informed.

About the Role

You will help retailers use ParcelNest Hub and resolve issues with store connections, order imports, inventory updates, and shipping workflows. You will own support cases from first contact through resolution and work with Engineering when a problem requires deeper investigation.

Employment: Full-time, permanent W-2 employee.

Schedule: Monday–Friday, 40 working hours per week; Saturday and Sunday off.

Hours: 9:00 a.m.–6:00 p.m. Central Time, including a one-hour unpaid lunch.

Work arrangement: Three office days, Tuesday–Thursday; remote on Monday and Friday. Candidates must live within commuting distance of Austin.

Compensation: $31.25–$37.50 per hour, equivalent to $65,000–$78,000 annually at 40 hours per week.

What You’ll Do:

Support customers through email, live chat, and scheduled troubleshooting calls.
Investigate account access, configuration, order synchronization, and shipping-label issues.
Reproduce reported problems, review available logs, and document troubleshooting steps.
Escalate bugs to Engineering with clear reproduction steps and an explanation of customer impact.
Prioritize cases by urgency, keep customers updated, and meet agreed response targets.
Help customers configure store integrations and understand product features.
Update help articles and identify recurring issues that could be prevented through product or documentation improvements.

What You’ll Bring:

At least two years of customer-facing technical support experience, preferably with a SaaS product.
Strong written and spoken English, with the ability to explain technical issues clearly.
Experience using a support platform such as Zendesk, Intercom, or Freshdesk.
A structured approach to troubleshooting browser-based software and distinguishing configuration issues from product bugs.
Basic understanding of APIs, HTTP status codes, and data synchronization.
Good judgment when prioritizing requests and handling customer information.
A college degree is not required; relevant practical experience is welcome.

Nice to Have:

Experience with Shopify, WooCommerce, shipping software, Jira, Postman, or basic SQL. These skills are helpful but are not required.

Pay and Working Hours:

Placement within the pay range depends on relevant experience and demonstrated troubleshooting skills. This is an hourly, non-exempt position, paid biweekly. Overtime is paid at 1.5 times the regular hourly rate for hours worked over 40 in a workweek.

The standard schedule is 40 hours. There are no scheduled evening shifts, weekend shifts, or on-call duties. Any exceptional overtime is discussed in advance. Compensation is reviewed annually; this role has no sales quota or commission component.

Benefits:

Health coverage: Medical, dental, and vision insurance beginning on the first day of the month following hire. Company contribution covers 90% of employee premiums and 50% of dependent premiums.
401(k): Eligible after 90 days, with a dollar-for-dollar company match on the first 4% of eligible pay you contribute. Employer contributions vest immediately.
Paid time off: 20 vacation days accrued annually, plus 7 paid sick days and 10 paid company holidays.
Parental leave: 8 weeks of paid leave after 12 months of employment.
Insurance: Company-paid basic life and short-term disability coverage.
Equipment: Company laptop, monitor, and headset, plus a one-time $400 home-office allowance.
Learning: Up to $1,500 annually for approved courses, certifications, and professional development.
Onboarding: Four weeks of paid product training, guided practice, and support from an assigned teammate.
Your First 90 Days

You will learn the platform, gradually take ownership of common support cases, and build confidence investigating more complex issues. Success will be assessed through troubleshooting accuracy, clear customer communication, reliable follow-through, and useful documentation.

Hiring Process

Apply through this job posting with your resume. The first step is a 20-minute video call. You will discuss your work experience, compensation and the role. We will arrange a time by message. The second step is a 45-minute live troubleshooting exercise using a fictional support case.