Support Engineer

Who We Are

Arrive Logistics is a leading transportation and technology company in North America, with plans to continue to significantly grow year over year. Our success is a testament to our remarkable team and what we are building together. We’re committed to providing employees with a meaningful work experience and have established an award-winning culture that supports personal and career development in a fun, casual, and collaborative environment. There has never been a more exciting time to get on board, so read on to learn more and apply today!

Who We Want

The Support Engineer will serve as the first contact within the Arrive Technical Platform to resolve frontline issues for internal and external customers across ARRIVEnow. This position will serve as the go-to resource for troubleshooting complex, escalated issues, technical support, account administration, and escalation triage. Internal users of our systems will look to Support Engineers for various issue resolutions, including ARRIVEnow, EDI, Carrier, and other technical applications within the Arrive Logistics ecosystem. The Support Engineer will also have interactions with senior members of the Enterprise IT, Product, and Development teams.

What You’ll Do

• Provide top-level engagement and support to internal and external customers across all of the various Arrive Logistics technical applications.
• Identify and troubleshoot reported technical issues and ensure resolution is deployed.
• Triage and escalate complex issues with proper documentation and process workflow management if they cannot be solved. 
• Engage various teams throughout the organization with a service mindset, focusing on ensuring end-user satisfaction.
• Take an analytical approach to troubleshooting various end-to-end solutions. 
• Operate with a degree of independence while owning process excellence and providing continuous improvement.
• Strive for continuous growth and knowledge excellence by utilizing information repositories, team resources, and product release documentation.
• Be an advocate for progress through training, communications, and positive working relationships.
• Communicate business needs to management, Product, and Development resources to add enhancements and improvements based on issues that have been raised.)

Qualifications

• A high school diploma/GED equivalent
• 2+ years of Customer Service experience in a fast-paced, Enterprise technical environment
• Proven experience in technical support and troubleshooting, handling high volume requests from a wide range of customers with various levels or prioritization (Premier Services a plus).
• 2+ years of training experience (preferred).
• History of documentation design and development for customer success.
• Some knowledge of programming languages preferred (SQL, Java, HTML)
• Strong problem-solving skills. 
• Excellent written and verbal communication skills.

The Perks of Working With Us

• Take advantage of excellent benefits, including medical, dental, vision, life, and disability coverage.
• Invest in your future with our matching 401(k) program.
• Build relationships and take part in learning opportunities through our Employee Resource Groups.
• Enjoy office wide engagement activities, team events, happy hours and more!
• Leave the suit and tie at home; our dress code is casual.
• Work in the heart of downtown Chicago, IL!
• There are CTA and L train stops walking distance from the office and you can store your bike safely inside of the building.
• Sweat it out at the LifeStart gym in our office building that includes brand new Peloton bikes, top-of-the-line equipment and personal training options.
• Maximize your wellness with free counseling sessions through our Employee Assistance Program
• Get paid to work with your friends through our Referral Program!
• Take time to manage your physical and mental health - we offer company paid holidays, paid vacation time and wellness days.
• Receive 100% paid parental leave when you become a new parent.
• Get relocation assistance! If you are not local to the area, we offer relocation packages.

Your Arrive Experience

When we say “award-winning culture,” we mean it. We’ve been recognized as a top workplace by Inc. Fast Company, Fortune, and earned Top Workplaces and Great Place to Work, to name a few. We intend on topping many more of those lists in the years to come, but we’re not in it for the trophies. We’re committed to culture because it keeps us connected to each other and invested in our shared success while having a blast along the way. Our employee-founded resource groups create communities within Arrive’s walls, including Women in Logistics, Emerging Professionals, Prisms, Black Logistics Group, Salute and Unidos. 

Notice:

To ensure a safe and transparent interview process, we want to note that Arrive Logistics adheres to strict recruitment practices. Candidates undergo an interview process, and Arrive Logistics does not provide unsolicited job offers. If you have concerns about receiving a fraudulent offer, please contact [email protected] for verification.