LATAM Technical Support Engineer (Buenos Aires)

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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
• 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.

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