Technical Support Engineer

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
• Manage some on-call responsibilities during weekdays after hours and weekends

Requirements

• Native or fluent English proficiency
• 2+ years of SaaS troubleshooting experience in a Tier 2 Technical Support capacity
• 1 year of experience as a Software Test Engineer
• Understanding of APIs and integration technologies
• Proficient in analyzing log files and debugging using Datadog and Postman
• Ability to troubleshoot and triage complex, code-related technical issues
• Basic experience in troubleshooting performance and network related issues
• Strong written communication skills
• Ability to provide 4+ hours overlap with PST time zone

Preferred Qualifications

• Bachelor of Science degree in Engineering or a technical field
• Experience with ecommerce platforms like Shopify
• Experience with automation tools such as Zapier, Workato, or Boomi
• Experience creating technical articles
• Experience using GitHub to host code samples

About the Company

Pipe17 is an AI-native Enterprise Order Operations Platform for brands and 3PLs. We replace fragmented stacks of middleware and legacy OMS with a unified operational layer that manages orders, inventory, and fulfillment across every channel.