Integration Support Engineer

Job Description

Job Description

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.

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.

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.

• 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 larger partners for logistics data, Boomi (our iPaaS), and Flexport public (and private) APIs and develop a deep understanding of new and existing integrations.
• Partner closely with Product and Engineering teams to transition new integrations from "build" to "support." Act as the voice of the customer to influence the product roadmap based on recurring support trends. 
• Work efficiently to contribute to a high success rate across all support SLAs by identifying opportunities to optimize existing processes as well as product inefficiencies and also help educate our users on best practice guidelines and overall integration success guidelines
• Lead technical calls with high-value customers and third-party vendors. You will translate complex technical EDI/API issues into actionable business insights for non-technical stakeholders.
• Create and maintain required charts, dashboards to monitor the health of integrations
• Ensure the team meets or exceeds SLAs, taking ownership of the most challenging tickets while identifying systemic bottlenecks in the support workflow.
• Share insights and lessons learned about the integration issues you come across with your Flexport Ecosystem peers to continuously improve our processes and efficiency

• Bachelor's degree in a technical field and relevant work experience of minimum 3-5 years of relevant experience in systems integration, technical support, or implementation engineering.
• Good knowledge of APIs (REST/SOAP) and EDI standards. 
• You should be comfortable reading logs, querying databases, and understanding the flow of data through complex distributed systems.
• Experience with data analytics, data manipulation and systems integration involving various data formats using different connectivity methods.
• Experience with SQL and at least one scripting or programming language (e.g., JavaScript, Typescript, Python, or Groovy) or Integration platforms like Boomi, Mulesoft, Webmethods etc to assist in data manipulation or small code changes.
• Experience using various tools to debug/monitor the transactions like postman, SQL clients, reporting tools like looker and experience working with AWS infrastructure including EC2, S3, SQS and others.
• Experience working with AI/LLMs to debug/triage issues, generate reports etc.
• Ability to effectively support integrations between Flexport and our customers to achieve a high success rate of these integrations. Work with various internal teams and external partners. Should have passion for helping our users excel with our integrations, offering best practice guidance when opportunities arise
• Ability to prioritize, focus, and adhere to support SLAs and should be able to manage multiple priorities and tickets with organizational and time-management skills 
• Strong analytical and problem solving skills paired with a persistent, proactive, results-oriented mindset, excellent verbal and written communication
• Initiative and positive attitude with a desire to learn and seek answers independently and curiosity to explore the technical side of supply chain / logistics industry

• Deep understanding of logistics business logic (Shipments, Orders, Invoices) and specific EDI sets (e.g., 850, 856, 214, 315).
• iPaaS Expertise: Certified or highly experienced in Boomi (highly preferred), MuleSoft, or Workato.

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The range displayed on each job posting reflects the minimum and maximum target for new hire base salary for the position in the posting's respective region. Our salary ranges are determined by role, level, and location. Within the range displayed, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education and / or training. Base salary is just one part of our total rewards package at Flexport, which also includes bonus, equity, and comprehensive benefit offerings such as medical, dental, and flexible time off.

The US base salary range for this position (this does not include bonus, equity and benefits):

$118,800—$158,400 USD

Commitment to Equal Opportunity

At Flexport, our ability to fulfill our mission of making global commerce easy and accessible relies on having a diverse, dedicated and engaged workforce. All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, national origin, age, physical and mental disability, health status, marital and family status, sexual orientation, gender identity and expression, military and veteran status, and any other characteristic protected by applicable law.

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