PackageX is an enterprise logistics platform that powers modern logistics operations in warehouses, stores, and final-mile buildings. Leveraging advanced AI scanning, bolt-on apps, and APIs,…
PackageX is an enterprise logistics platform that powers modern logistics operations in warehouses, stores, and final-mile buildings. Leveraging advanced AI scanning, bolt-on apps, and APIs,…
What they do: Vision-AI powered logistics platform that turns cameras into agents to automate receiving, inventory, fulfillment, and on-floor workflows.
Headquarters / origin: Founded in New York City in 2018
Customers: Enterprise customers including CBRE, Hilton Grand Vacations, On Running, Ricoh, Two Boxes
Size: Approximately 76 employees
Funding: Seed round closed May 18, 2023; multiple investors including Bullpen Capital and Sierra Ventures
Company Overview
Problem Domain
Physical logistics operations: receiving, inventory, fulfillment, damage/exception detection, and last-yard package handling.
Founded
2018
Industry
Software Development
Funding Track Record
Seed- 2023-05-18
Round lists eight participating investors including Sierra Ventures, Pritzker Group Venture Capital, Pareto Holdings, NSV Wolf Management, m]x[v, Maccabee Ventures, and Ludlow Ventures.
Investor Signal
“Seed backed by multiple institutional VCs including Bullpen Capital and Sierra Ventures”
Founders
What we do
Join the Team
Technical Support Manager
On-SiteIslamabad, Islāmābād, PK
On-Site • Islamabad, Islāmābād, PK
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About PackageX
PackageX is the execution layer for physical AI in enterprise logistics. We enable enterprises to see, understand, and execute real-world logistics operations in real time using Vision–Language–Action intelligence.
We sit between systems of record (ERP, WMS, TMS) and the physical world, turning cameras, people, and automation into deterministic, auditable workflows. Rather than replacing existing systems, PackageX makes them operationally intelligent.
We start with inbound receiving, the highest-friction choke point in logistics, and expand across adjacent workflows, sites, and automation modes. This creates a workflow-led enterprise expansion motion that compounds inside complex operations.
We're a fast-growing pre-Series A stage startup in New York City with a distributed global team backed by Bullpen Capital, Pritzker Group, Sierra Ventures, Ludlow Ventures, MXV Capital, and NSV Wolf Capital.
Role Overview
We are looking for a Technical Support Manager who is first and foremost a skilled engineer. In this role, you will lead our team of support engineers and serve as the primary technical voice for our customers.
You won't just oversee the ticket queue; you will actively debug production issues in our Node.js backend, ship code fixes, and manage high-stakes communication with our clients. You are the "technical face" of the company for our customers and a mentor for your internal team.
Key Responsibilities
Lead and manage the Technical Support team to deliver a high-quality, customer-centric support experience
Skills & Qualifications
Bachelor’s degree in computer science, Engineering, Information Systems, or a related field
5+ years of experience in Technical Support, Software Engineering, or Customer Engineering roles, with at least 2+ years in a leadership capacity
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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Serve as the primary escalation point for customer-facing technical issues, ensuring clear communication, timely updates, and effective resolution
Collaborate closely with Engineering teams to triage defects, analyze Node.js code to identify root causes, and confirm fixes before customer rollout
Apply engineering and debugging best practices to ensure accurate bug reproduction, detailed test cases, and validation for reported issues
Represent customer pain points and recurring issues in product and engineering discussions to drive quality and usability improvements
Build and maintain Node.js scripts, utilities, and internal tools to automate recurring support tasks, data validation, and reporting workflows
Establish and improve customer support processes, SLAs, escalation frameworks, and quality benchmarks
Review support tickets, customer feedback, and incident trends to identify quality gaps and improvement opportunities proactively
Prepare and deliver customer-facing and internal reports, Root Cause Analysis (RCA) documents, and presentations on incidents, product quality, and support performance
Partner with Customer Success and Account teams to ensure alignment of customer expectations, communications, and satisfaction
Strong understanding of software quality assurance, lifecycle management, and release validation processes to ensure production stability
Customer-first mindset with proven experience handling enterprise customers, managing expectations, and resolving high-impact escalations
Strong proficiency in Node.js with hands-on experience in coding, debugging, and automation to build internal tools and troubleshooting backend issues
Ability to translate complex technical issues (code/infrastructure) into clear, customer-friendly explanations for non-technical stakeholders
Experience working in fast-paced SaaS environments and collaborating within cross-functional engineering teams
Strong analytical, problem-solving, and Root Cause Analysis (RCA) skills to investigate production incidents
Excellent communication, presentation, and stakeholder management skills
Familiarity with ticketing systems (HubSpot/Linear), monitoring platforms (Sentry), and incident management frameworks
