LATAM Technical Support Engineer (Buenos Aires)

Job Description

Pipe17 is seeking a LATAM Technical Support Engineer to provide post-sales support and resolve customer technical challenges. The role involves troubleshooting, debugging, and offering best practice guidance to the Technical Support team. The ideal candidate will be empathetic, enjoy problem-solving, and possess excellent written communication skills.

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 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.

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.

Pipe17 offers:

• Competitive salary
• Great healthcare + dental + vision coverage
• Retirement plan
• Pick your own equipment
• Unlimited vacation policy