L2 Technical Support Engineer, LATAM/Americas

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Pipe17

SiteLinkedInTodas as Vagas

11 - 50 funcionários

🛍️ Comércio Eletrônico

☁️ SaaS

🤝 B2B

💰 $8.000.000 Venture Round em 2021-02

eCommerce • SaaS • B2B

A Pipe17 é uma empresa especializada em gestão de pedidos omnichannel, oferecendo uma solução integrada e automatizada para operações de e-commerce. Sua plataforma, o Order Hub, proporciona recursos para que lojistas e 3PLs processem pedidos com eficiência em múltiplos canais e aplicações, utilizando tecnologia de IA. A Pipe17 integra diversos sistemas de e-commerce, armazéns e ERPs sem a necessidade de grandes recursos de TI. Oferece atualizações de estoque em tempo real, gestão de exceções e permite que as empresas escalem com eficiência, reduzindo os custos operacionais. A empresa foca em simplificar os fluxos de pedidos, aprimorar a conectividade e garantir um crescimento rentável para negócios de e-commerce.

Descrição

• 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

🎯 Requisitos

• 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

🏖️ Benefícios

• 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