Integration Support Engineer

About Flexport: At Flexport, we believe global trade can move the human race forward. That’s why it’s our mission to make global commerce so easy there will be more of it. We’re shaping the future of a $10T industry with solutions powered by innovative technology and exceptional people. Today, companies of all sizes—from emerging brands to Fortune 500s—use Flexport technology to move more than $19B of merchandise across 112 countries a year. The recent global supply chain crisis has put Flexport center stage as we continue to play a pivotal role in how goods move around the world. We are proud to have the support of the best investors in the game who believe in our mission, solutions and people. Ready to tackle global challenges that impact business, society, and the environment? Come join us. Build the solutions to help Flexport grow The Ecosystem team’s mission is to make information exchange in global trade easy for everyone by efficiently, securely and reliably connecting the Flexport Platform with the external Global Trade Ecosystem. The opportunity We are looking for a talented Integration Support Engineer to join our team! In this role you will be supporting the integrations built to help exchange data between Flexport and our customers and partners.. You will serve as an SME for customers utilizing our self-service API’s, providing technical team members with business knowledge to help us solve our customers API issues.. Integrating our best in class platform seamlessly with our logistics partners is a critical component of our strategy. Our integrated solutions bring end to end automation in the information exchange that is required between us and our partners, eliminating slow and error prone manual workflows. This requires the Flexport platform to be fully integrated with customers and any third party systems our customer uses. The success of our team is measured by the extent to which information exchange between Flexport and our customers is reliably and effectively automated, reducing cost to serve for our operations teams. We’re looking for an organized and motivated person to ensure inbound requests are triaged quickly and efficiently, owning all communications with major stakeholders including customers, engineers and platform teams. In addition, you’ll work closely with Solutions Engineers and Solutions Consultants to identify process improvements that will maximize the efficiency of the integration support team. You will serve as a technical anchor for our production environment. You will go beyond basic triage to lead deep-dive technical investigations, implement code or configuration enhancements, and collaborate cross-functionally to improve the scalability of our ecosystem. You are expected to manage complex stakeholder relationships and act as a subject matter expert (SME) for our integration suite. You will • Proactively support the integrations running in our production environment. This would include monitoring and triaging the inbound requests, providing support for integration issues, owning investigations end to end and contributing to the integration support knowledge base. Drive end-to-end resolution for high-priority production incidents, perform root cause analysis (RCA) and implement permanent fixes or workarounds. • Partner with internal operations, business and technical teams to drive the success rate of these integrations to help bring maximum value to our customers. Lead meetings with customers/third parties by involving required internal team members to help resolve any issues. • Identify and execute improvement enhancements within the integrations or surface platform level improvements. • Work as a technical expert in the logistics space, EDI standards being used by our large