Product Support Engineer

Commerce•Austin, TX

1d•Hybrid

About The Position

At Commerce, our mission is to empower businesses to innovate, grow, and thrive with our open, AI-driven commerce ecosystem. As the parent company of BigCommerce, Feedonomics, and Makeswift, we connect the tools and systems that power growth, enabling businesses to unlock the full potential of their data, deliver seamless and personalized experiences across every channel, and adapt swiftly to an ever-changing market. We help businesses confidently solve complex commerce challenges so they can build smarter, adapt faster, and grow on their own terms. Commerce is disrupting the e-commerce industry as the SaaS leader for fast-growing, mid-market businesses, enabling customers to build intuitive and engaging stores. Commerce, named a 2026 "Best Place to Work" in Austin, is looking for a Product Support Engineer to assist every area of the business with expert-level product knowledge and technical ability. This role is responsible for troubleshooting the most complex technical issues encountered by merchants and developers leveraging the BigCommerce platform.

Requirements

3-4 years of proven experience in a heavy customer focus position involving and advanced technical knowledge of a companies' products and services.
A BigCommerce expert, knowing the platform inside and out.
A minimum of 12 months of in-depth experience with the BigCommerce platform.
Has completed BigCommerce API Certification and Stencil Certification.
Exceptional troubleshooting, testing and debugging skills with a deep knowledge of DNS, SSL, and the BigCommerce technical infrastructure.
Formal training or equivalent experience with front-end or full-stack development languages such as JavaScript, Node.JS, Angular, and JSON; expert-level HTML and CSS skills and a deep understanding of the Stencil Framework and Handlebars programming language are required.
Ability to self manage to prioritize the most critical needs of the team; exceptional time management, and the ability to work independently.
Intermediate level experience with internal tools (logstash, rundeck); general understanding of code deployment and supporting tools like Github.
Exceptional verbal and written communication skills.
Helping people is what you do, and you look forward to helping in any way you can - whether it’s our customer or internal stakeholders.
Teamwork isn't something you just talk about, you believe in it and help keep it going.
Working on complex puzzles and finding out why things tick interest you.
A flexible schedule is required to help support global teams.

Responsibilities

Use trace analysis, debug skills, code, and proprietary tools to analyze system problems, develop and test solutions for higher priority/more complex issues.
Perform analysis techniques to manage critical situations that involve technically challenging issues.
Execute platform and code tests.
Identify and communicate defects through creation, prioritization, and organization of those defects via internal tracking system (JIRA); build/lead corrective action plans for these defects as appropriate.
Assist high-value enterprise clients, agencies and developers with troubleshooting custom-coded API and headless solutions.
Maintain strong working knowledge of released products and participate in pre-release activities, BETA programs, and ongoing improvement of products.
Work as an extension of the Product and Engineering team, attend Sprint and Release Train meetings and disseminate information to other teams within the organization when necessary.
Communicate and help solve complex issues for our merchants via escalated cases.
Act as a product advocate for customers and provides client prospective/client feedback to the engineering/product team.
Perform other duties and assignments as required.