Job description
Our agreement with employees
Pipe17 is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Pipe17, everything is equal. We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. We try to set up an environment where every employee can feel deep pride in the work they do.
This position
Technical Support is involved in post-sales support work, taking ownership of the customer’s requirements and problems from start to finish to ensure that customers’ issues are handled in a timely and satisfactory manner. A successful candidate must be able to help customers and partners overcome technical challenges, and provide hands-on troubleshooting, debugging, feature explanation, and best practice guidance to the broader Technical Support team.
About You
You’re empathetic. You’ll be working directly with customers using our services as well as developers who are building on our platform as they overcome problems. You’re able to put yourself in their shoes.
You love figuring things out. You enjoy being presented with situations that don’t have an immediately obvious answer and relish finding the solution. You are excited, not intimidated, by problems you don’t know the answer to. You love applying the things you have learned to unfamiliar situations in order to see the deeper patterns that connect seemingly disparate issues.
You love variety. You would enjoy a multifaceted role that interacts with a wide variety of people, topics, and issues. The idea of seeing something new and different every day is invigorating. You are able to learn and act quickly to keep up with rapidly changing and sometimes unfamiliar situations.
You’re an excellent written communicator. We have a distributed team, and writing is our primary means of communication at Pipe17 and to our end users. You have a very strong command of written English and your writing is concise but effective.
You’re solid at time management. You can balance a variety of projects and responsibilities without getting overwhelmed. As a part of a distributed team, you’ll be trusted to work with minimal supervision. As a part of a growing company, you have an opportunity to make a big impact, and you’re keen to build processes that’ll make your job more efficient over time.
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.
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
Basic Qualifications
- 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
Preferred Qualifications
- 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
Compensation (US FTE)
- Competitive salary
- Great healthcare + dental + vision coverage
- Retirement plan
- Pick your own equipment. We’ll set you up with whatever Apple laptop + monitor combo you want plus any software you need.
- Unlimited vacation policy. Plus we require you to take at least 2 weeks off each year. We see most employees take 4 weeks off per year. This isn’t a vague policy where unlimited vacation means no vacation
About Us
Pipe17 is a venture funded software startup headquartered in Seattle, WA with a significant presence in the San Francisco Bay area.
We offer an innovative SaaS platform for ecommerce operations that automates management of order, inventory and product flows between 100+ ecommerce applications. Using Pipe17 our customers grow faster and serve their customers better all while reducing operational costs.
We are a solution business with innovative technology that is 10-100X faster than competitors. Selling both direct and through a growing network of partners, we are growing fast with many happy customers.
Pipe17 is backed by GLP Partners, a leading investor in the ecommerce logistics space. We recently raised a large round of capital to fund our growth, which you can read about here.
