Technical Support

This position involves providing technical support to customers, taking ownership of their requirements and problems to ensure timely and satisfactory resolution. The successful candidate will assist customers and partners in overcoming technical challenges, offering troubleshooting, debugging, feature explanation, and best practice guidance. Strong written communication skills and experience in the ecommerce space and B2B sales platforms are required. Responsibilities include troubleshooting, documentation creation, bug fixing, and improving the quality and efficiency of solutions. Some on-call responsibilities and overlap with the PST time zone may be required.

• 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 problem-solving skills to triage and fix bugs on our platform
• Improve the quality and efficiency of the solutions delivered to 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

• Technical Support experience in a Tier 2 customer support role
• Strong troubleshooting and problem-solving skills
• Excellent written communication skills in English
• Ability to work independently with minimal supervision
• Time management and multitasking abilities
• Familiarity with ecommerce platforms such as Shopify, BigCommerce, WooCommerce, etc.
• Knowledge of B2B sales platforms, point-of-sale systems, and ERPs
• Experience with order and inventory management systems
• Familiarity with SaaS connectivity solutions
• Availability for on-call responsibilities after hours and on weekends
• 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

• Competitive salary
• Great healthcare + dental + vision coverage
• Retirement plan
• Pick your own equipment (Apple laptop + monitor combo)
• Unlimited vacation policy with a minimum of 2 weeks off per year
• Innovative SaaS platform for ecommerce operations
• Automation of order, inventory, and product flows between 100+ ecommerce applications
• Faster technology compared to competitors
• Growing company with many happy customers
• Backed by GLP Partners, a leading investor in the ecommerce logistics space
• Recently raised a large round of capital to fund growth