LATAM/Americas L2 Technical Support Engineer

Our Commitment to Our Team At Pipe17, our values aren’t just words on a wall. They’re how we operate every day. We are a high-performance team built around  ownership , urgency , curiosity , and a strong  bias for action . We set bold goals, hold ourselves accountable, and move fast to solve customer problems. Every team member owns their decisions and drives outcomes. No one waits for permission. We operate with  urgency , but not recklessly. We focus on what matters most, take initiative, and course-correct quickly when needed. We value people who speak up, follow through, and take pride in their work. Curiosity is how we get better. We ask questions, challenge assumptions, and stay open to new ideas. We don’t default to “how it’s always been done.” We explore, test, and learn. That mindset helps us adapt quickly, solve harder problems, and continuously raise the bar. We also embrace AI as a force multiplier . We believe great operators don’t compete with AI - they partner with it. We use AI to move faster, think deeper, and remove friction from our work, while still applying human juådgåment, creativity, and context where it matters most. Thoughtful use of AI is part of how we scale ourselves and our impact. Finally, teamwork is at our core. We win together, support each other, and celebrate our shared victories. Collaboration across functions is a daily practice, not just something we talk about. We learn from each other, improve constantly, and rally around our mission: unify commerce after the buy button. If these values resonate with how you like to work, you’ll fit right in. 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. AI fluency: You’ve used AI tooling  for work or personal use—or you are willing to dive in and learn fast. You explore new tools, workflows, and ideas to make things more efficient, and are eager to deepen your understanding of AI and use it regularly. 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, B