Product Support Engineer

BigCommerce • Austin, TX

22h • $77,416 - $104,739 • Hybrid

About The Position

Welcome to the Agentic Commerce Era 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. Simply said, we help businesses confidently solve complex commerce challenges so they can build smarter, adapt faster, and grow on their own terms. If you want to be part of a team of bold builders, sharp thinkers, and technical trailblazers, working together to shape the future of commerce, this is the place for you. Commerce is disrupting the e-commerce industry as the SaaS leader for fast- growing, mid-market businesses. We enable our customers to build intuitive and engaging stores to support every stage of their growth. Commerce, named a 2026 "Best Place to Work" in Austin, is looking for a Product Support Engineer . In this exciting role, you will assist every area of the business with your expert-level product knowledge and technical ability. You will be responsible for troubleshooting the most complex technical issues encountered by merchants and developers leveraging the best, and most successful, eCommerce platform for growing businesses.

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. You know 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.

Benefits

• Compensation Transparency The national base salary range for this role is posted above in this job post. Final compensation will be determined based on factors such as relevant experience, skills, qualifications and geographic location. We also consider internal equity to help ensure fair and consistent pay practices across our teams. Where applicable, this role may also be eligible for variable compensation (such as bonus or commission), equity, and benefits in accordance with local policies. Details will be shared during the hiring process. We are committed to equitable and transparent pay practices that align to market data, internal equity, and individual contribution.
• Inclusion and Belonging At Commerce, we believe that celebrating the unique histories, perspectives and abilities of every employee makes a difference for our company, our customers and our community. We are an equal opportunity employer and the inclusive atmosphere we build together will make room for every person to contribute, grow and thrive. We are committed to creating an inclusive and accessible hiring experience for all candidates. If you require accommodations or adjustments at any stage of the recruitment process, please let us know and we will work with you to meet your needs. Learn more about the Commerce team, culture and benefits at https://www.commerce.com/careers/
• Protect Yourself Against Hiring Scams: Our Corporate Disclaimer Commerce, along with many other employers, has become the subject of fraudulent job offers to hopeful prospective job seekers. Be advised: Commerce does not offer jobs to individuals who do not go through our formal hiring process. Commerce will never: require payment of recruitment fees from candidates; request personally identifiable information through unsanctioned websites or applications; attempt to solicit money from you as part of the hiring process or as part of an employment offer; solicit money to complete visa requirements as part of a job offer. If you receive unsolicited offers of employment from Commerce, we urge you to be extremely cautious and avoid engaging or responding.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees