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Pipe17 · 5 months ago

LATAM Technical Support Engineer (Buenos Aires)

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

Pipe17 is a venture funded software startup headquartered in Seattle, WA, focused on simplifying ecommerce operations for modern merchants. The Technical Support Engineer will provide post-sales support, troubleshoot technical challenges, and improve customer satisfaction through effective communication and problem-solving skills.

Cloud InfrastructureData IntegrationSaaSSoftware

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

Qualification

SaaS troubleshootingEcommerce experienceAPI understandingLog file analysisTechnical writingCustomer interactionWritten communicationTime management

Required

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

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

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