Role
The Support Engineer at Pipe17 is responsible for providing our customers with Level 1 (L1) and Level 2 (L2) support. As an integral part of the Pipe17 team, the Support Engineer will work directly with customers to resolve technical issues related to our solution, which connects sales channels, 3PLs, and ERP systems within the e-commerce sector. Support Engineers will use tools like Zendesk, Slack, and Datadog to provide timely and effective support, including troubleshooting API integrations and ensuring seamless operation of customer systems.
Responsibilities
●Customer Support: Provide L1/L2 support to customers via Zendesk, Slack, and scheduled calls.
●Technical troubleshooting: Diagnose and troubleshoot issues with APIs integrations using tools like Datadog. Read and understand JSON data to identify and resolve issues.
●Collaboration: Work closely with Solution Architects and Developers to escalate and resolve complex issues. Ensure clear communication between non-technical customers and technical teams.
●Documentation: Maintain detailed and accurate records of customer interactions and technical issues—document troubleshooting steps and solutions for the internal Knowledge Base.
Skills
●E-commerce Knowledge: Understanding of the e-commerce business and related sales channels, 3PLs, WMS, and ERPs.
●Proficiency with APIs: Ability to work with APIs for data integration. Troubleshooting.
●JSON data: ability to read and understand JSON data,
●JavaScript Knowledge: Basic/Intermediate skills for customization and identifying/solving issues with custom mappings.
●AI Tools Experience: Familiarity with AI tools is desirable.
●System Logs Interpretation: Ability to read and interpret system logs for issue diagnosis.
●Problem-solving skills: strong analytical and troubleshooting abilities. The capacity to think critically and provide solutions to technical challenges.
○Strong problem-solving abilities.
●Communication Skills: Excellent verbal and written communication skills. Ability to explain technical issues to non-technical customers clearly and concisely. Strong interpersonal skills are required to create a positive customer relationship and teamwork.
●Experience: Previous experience in a technical support role, preferably within the e-commerce sector.
●Prioritization Ability: manage multiple tasks and priorities in a fast-paced environment.
●Positivity: Proactive attitude and a customer-first mindset.