At Onfleet, we support all of our customers on their journey to manage their last mile deliveries as efficiently and effectively as possible. Our Technical Support Engineer, Shuai Tseng, works closely with our customers to help them reach those goals. And when he’s not online, he disconnects completely and enjoys the Southern Californian birdlife. Find out more about him and discover the behind-the-scenes of Onfleet support!

Meet Shuai

Shuai joined Onfleet in 2020, just as the COVID-19 pandemic began. Despite not being able to meet his colleagues in person, he quickly fell in love with working with such a tight-knit team. He still really enjoys working as a team for a clearly defined purpose. We sat down for a chat with him; here’s what he said. 

• What are your favorite hobbies? I love birdwatching and gardening, being outside in nature is so soothing. I also really enjoy woodworking. I recently built planters for my garden.
• Do you have any pets? Yes, I have two African lovebirds called Watermelon and Mochi.
• What’s your secret talent? It’s not really a secret but I can speak four languages. My mother tongue is Chinese Mandarin, I grew up in Taiwan so I speak Taiwanese. I also speak Japanese and English (of course!)

From Coding to Support

Shuai studied computer science at UC Irvine but realized that while he loved technology, he didn’t want to spend his time just writing code. 

“All products are made with people in mind, and I want to ensure that products are actually helping people.”

So Shuai started out his career as a QA tester and a testing engineer, before moving into technical support. He enjoys working in support, putting his technical knowledge to use to help clients achieve their goals with Onfleet.

A Typical Week at Onfleet

We ask Shuai about a normal day working in support, he laughs and tells us that there isn’t one, but that his week normally follows a similar rhythm.

“I normally start by checking our ticketing system and answering any questions there from the weekend. For example, at the end of the month, we tend to get a lot of billing questions. I also catch up with any big accounts that I’m working with. 

For instance, I was recently working with a large client to fully integrate their system with ours, which needs a lot of attention and meetings.

Our team also has daily check-ins and once a week we do a full standup to go through everything that’s going on.

Then on Wednesdays, we gear up for Thursday’s product release. So on Thursday, the whole team is on standby. Then on Friday, we ensure that everything is in a good place before the weekend.”

The whole support team works closely with customers over emails, calls, and online meetings to collaborate and solve any issues. They are all focused on ensuring that customers have the best workflow, the highest efficiency in their deliveries, and the best experience using Onfleet.

Last Thoughts?

Before we close our chat, we ask Shuai what the best thing about working at Onfleet is. He thinks for a moment before telling us that it’s his team. He explains they’re very tight-knit. They work together to solve customer problems, as well as talking about what goes on outside working hours. He also loves the last few minutes of a client call once any issues have been resolved, and they can use the platform to its fullest potential.

We finalize by asking Shuai what his favorite quote is. He tells us that currently, it’s a John Cena quote:

“Control the controllable and don't worry about the rest.”

We couldn’t agree more.

Want to Learn More?

Onfleet prides itself on having one of the top courier delivery management software platforms in the industry. Contact us or take the software for a test drive with a free trial.

Just know that if you have any questions, one of our support team members, possibly even Shuai, will pick up the phone to help.