L2 Technical Support Engineer, LATAM/Americas

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🕒 April 1

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Pipe17

WebsiteLinkedInAll Job Openings

11 - 50 employees

🛍️ eCommerce

☁️ SaaS

🤝 B2B

💰 $8M Venture Round on 2021-02

eCommerce • SaaS • B2B

Pipe17 is a company specializing in omnichannel order management, providing a seamless and automated solution for ecommerce operations. Their platform, the Order Hub, offers capabilities for merchants and 3PLs to process orders efficiently across multiple channels and applications, utilizing AI technology. Pipe17 integrates various commerce systems, warehouses, and ERPs without the need for extensive IT resources. It offers real-time inventory updates, exception management, and enables businesses to scale efficiently while reducing operational costs. The company focuses on streamlining order flows, enhancing connectivity, and ensuring profitable growth for ecommerce businesses.

📋 Description

• 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

🎯 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

🏖️ 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