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
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
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
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