Latam Technical Support Engineer

Summary

Join Pipe17 as a Technical Support specialist and provide post-sales support to customers, resolving technical challenges and ensuring timely issue resolution. You will work directly with customers and developers, troubleshooting problems, providing guidance, and creating documentation. This multifaceted role requires strong problem-solving skills, excellent written communication, and experience in the e-commerce space. Success in this position demands proficiency in troubleshooting SaaS applications, APIs, and integration technologies. Pipe17 offers a competitive salary, comprehensive healthcare benefits, a retirement plan, flexible work arrangements, and an unlimited vacation policy.

Requirements

• 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

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

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

Benefits

• Competitive salary
• Great healthcare + dental + vision coverage
• Retirement plan
• Pick your own equipment. We'll set you up with whatever Apple laptop + monitor combo you want plus any software you need
• Unlimited vacation policy. Plus we require you to take at least 2 weeks off each year. We see most employees take 4 weeks off per year. This isn't a vague policy where unlimited vacation means no vacation