LATAM/Americas L2 Technical Support Engineer

Pipe17 is a venture-funded software company headquartered in Seattle, WA, focused on providing an AI-native Enterprise Order Operations Platform. They are seeking a LATAM/Americas L2 Technical Support Engineer to handle post-sales support, troubleshoot customer issues, and enhance documentation and internal tools.

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

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
• AI fluency: You've used AI tooling for work or personal use—or you are willing to dive in and learn fast
• You're empathetic
• You love figuring things out
• You love variety
• You're an excellent written communicator
• You're solid at time management
• You have experience within the ecommerce space: 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
• 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