This position

Technical Support is involved in post-sales support work, taking ownership of the customer’s requirements and problems from start to finish to ensure that customers’ issues are handled in a timely and satisfactory manner. A successful candidate must be able to help customers and partners overcome technical challenges, and provide hands-on troubleshooting, debugging, feature explanation, and best practice guidance to the broader Technical Support team.

About You

You’re empathetic. You’ll be working directly with customers using our services as well as developers who are building on our platform as they overcome problems. You’re able to put yourself in their shoes. 

You love figuring things out. You enjoy being presented with situations that don't have an immediately obvious answer and relish finding the solution. You are excited, not intimidated, by problems you don't know the answer to. You love applying the things you have learned to unfamiliar situations in order to see the deeper patterns that connect seemingly disparate issues.

You love variety. You would enjoy a multifaceted role that interacts with a wide variety of people, topics, and issues. The idea of seeing something new and different every day is invigorating. You are able to learn and act quickly to keep up with rapidly changing and sometimes unfamiliar situations.

You’re an excellent written communicator. We have a distributed team, and writing is our primary means of communication at Pipe17 and to our end users. You have a very strong command of written English and your writing is concise but effective.

You’re solid at time management. You can balance a variety of projects and responsibilities without getting overwhelmed. As a part of a distributed team, you’ll be trusted to work with minimal supervision. As a part of a growing company, you have an opportunity to make a big impact, and you’re keen to build processes that’ll make your job more efficient over time.

You have experience within the ecommerce space: Shopify, BigCommerce, WooCommerce, Wix, Squarespace, eBay, Walmart, Wayfair, Target, Overstock etc.; and B2B sales platforms, point-of-sale systems and ERPs like NetSuite, 3PLs / warehouse management systems, CartRover; order and inventory management systems such as Stitch labs, Brightpearl, Cin7; and SaaS connectivity solutions such as Del Boomi, Workato, Zapier etc.

Responsibilities

• Perform troubleshooting and provide development assistance to Pipe17 customers 
• Serve as a point of internal escalation on technical issues within the Support org
• Perform check of escalated issues found by internal team members prior to advancing through proper channels
• Create and improve documentation to help users and partners help themselves
• Employ your problem solving skills to triage and fix bugs on our platform
• Improve the quality and efficiency of the solutions we deliver to our customers
• Find other opportunities to move the team, the org, and the company forward, such as contributing to building and maintaining internal tools, code review, mentoring
• Some on call responsibilities weekdays after hours and some weekends 
• 4 hours overlap with PST time zone if remote 

Basic Qualifications

• English language proficiency: native or fluent
• 2 years of SaaS troubleshooting experience in a Technical Support capacity as Tier 2 customer support, with one year as a Software Test Engineer
• Understanding of APIs and integration technologies used to create Pipe17 integrations
• Proficient in analyzing log files and standard debugging concepts using tools like Datadog and Postman
• Demonstrated ability to troubleshoot and triage complex, code-related technical issues
• Basic experience in troubleshooting performance & network related issues
• Soft skills to interact with customers over phone, email, Zoom

Preferred Qualifications

• Bachelor of Science degree in Engineering or technical field desirable 
• Experience using Shopify or another ecommerce platform and / or an automation tool such as Zapier, Workato, Boomi, IFTTT or similar
• Experience with creating technical articles
• Experience using GitHub to host code samples