Remote Technical Support Engineer

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Pipe17

πŸ“Remote - Worldwide

Job highlights

Summary

Join Pipe17 as Technical Support and take ownership of customer requirements and problems from start to finish, providing hands-on troubleshooting and development assistance. You'll work directly with customers and developers, utilizing your problem-solving skills to triage and fix bugs on our platform.

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

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

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