About the job
About Easyship:
Easyship stands at the forefront of multi-carrier shipping software, dedicated to making global eCommerce accessible to all. Since our inception in 2014, we have been driven by the vision to simplify logistics by eliminating the uncertainties surrounding international shipping costs and complexities. With over 100,000 brands relying on our platform, we serve as a single 'mission control' for global trade, providing access to more than 550 courier services spanning over 200 destinations.
As a globally recognized and award-winning team (featured in Forbes 30 Under 30, and recognized by TechInAsia as a Best Startup), we have established our offices in key cities such as London, New York, and Hong Kong. Our rapid growth is fueled by a commitment to transparency and a passion for constructing the infrastructure that powers modern commerce. If you're eager to tackle complex challenges at a large scale, we would love to have you on board.
Who We’re Looking For:
We are in search of L2 Technical Support Engineers to be the technical backbone of our client support operations. In this vital role, you will deliver 'white-glove' service to our most esteemed clients while acting as the conduit between frontline support and our engineering teams.
In this position, you won’t just resolve tickets; you will own the entire technical resolution lifecycle. You should possess an engineering mindset, a mastery of APIs, and the ability to articulate complex technical root causes to non-technical stakeholders.
Key Responsibilities:
- Incident Management & Client Advocacy:
- Rapid Response: Monitor dedicated external communication channels to provide immediate, expert-led responses to high-priority client issues, strictly adhering to SLAs.
- End-to-End Ownership: Manage the entire lifecycle of complex issues—from initial acknowledgment and investigation to client communication and final resolution.
- Expectation Management: Proactively set clear expectations regarding resolution timelines (ETA) based on issue complexity and resource availability.
- White-Glove Communication: Act as the dedicated Tier 2 Point of Contact (POC), translating complex technical findings into clear, jargon-free language to facilitate client understanding.
This full-time, onsite role is based in our Bengaluru (MG Road) office and follows US collaboration hours (10:00 PM–7:00 AM IST) to ensure seamless cross-regional execution.

