Senior Product Support Engineer
BigCommerce, named a "Best Place to Work" in Austin for 2016 is looking for a Senior Product Support Engineer for our Austin Four Points Office. In this exciting role, you will assist our largest Enterprise Merchants and Digital Solutions Partners with your expert level product knowledge and technical ability. You will be responsible for knowing everything that the platform has to offer, from the newest features to the simplest core functions. Some examples of the groups you will be working with are our product and engineering team, external developers and engineers, Mid-Market merchants, and other internal organizations. As a Senior Product Support Engineer you will get to dive into the more challenging/complex issues that require skills well-beyond what our technical support tiers can handle. You will use your top notch tech skills and coding know-how to identify product defects, come up with creative solutions, and prioritize open issues for our product and engineering team.
What You’ll Do
- Assist Design and Solution partners as well as high value merchants and in-house developers with troubleshooting custom API or custom theme issues as needed
- Deliver innovative solutions to highly technical theme, application and integration problems faced by the BigCommerce development community
- Manage internal technical requests queue, including assisting escalated with pre-sale and pre-launch solutioning as needed
- Contribute to the software development of tools, apps, or core software improvements, including feature requests coming directly from customers
- Provide assistance within the BigCommerce Community’s Developer Group as needed
- Use trace analysis, debug skills, code, and proprietary tools, to analyze system problems, develop and test solutions for higher priority/more complex issues
- Perform analysis techniques to manage critical situations that involve technically challenging issues
- Execute platform and code tests. Identify and communicate defects through creation, prioritization, and organization of those defects via internal tracking system (JIRA); build/lead corrective action plans for these defects as appropriate.
- Provide code fixes for minor defects to the core application and/or themes, ensuring code to be merged is always in a releasable state
Who You Are
- Exceptional troubleshooting, testing and debugging skills in multiple environments
- Deep Knowledge of DNS, SSL, and the BigCommerce technical infrastructure
- Strongly preferred: knowledge of XHTML, HTML5
- Strongly preferred: knowledge of AngularJS, Knockout JS, ember.js, backbone.js
- Proficiency with PHP required
- Experience with Ruby, Python, Scala, or other secondary language preferred
- Experience using and building JSON/XML/REST APIs required
- Ability to self manage to prioritize the most critical needs of the team
- General understanding of code deployment and supporting tools like Github
- Knowledge of relational databases (i.e. MySQL) and data structures
- Outstanding soft skills and excellent communication skills (verbal and written)
- Exceptional time management and ability to work independently
- Ability to give and receive very honest feedback
- Teamwork isn't something you just talk about, you believe in it and help keep it going
- Helping people is what you do. You look forward to helping in any way you can - whether it’s our customer, a Partner, or our product team
- Working on complex puzzles and finding out why things tick interest you
- You are a multi-tasking expert and know how to prioritize your workload
- You are excited to learn new technologies
Inside BigCommerce
BigCommerce is a robust, flexible ecommerce platform that provides established and emerging brands with everything they need to launch, promote, manage and scale a successful online store. BigCommerce merchants earn more than retailers on competitive ecommerce solutions thanks to advanced features, better site performance and streamlined business processes. Founded in 2009, the company has received more than $100 million in funding from SoftBank Capital, American Express, Telstra Ventures, General Catalyst, Revolution Growth and FLOODGATE. BigCommerce supports thousands of retailers around the world from its offices in San Francisco, Austin and Sydney.
We’re a team of smart, passionate and talented people on a mission to democratize commerce. If you’re looking to work with industry leaders and love what you do, we want to hear from you!
Perks & Benefits- An amazing company culture that doesn’t just talk values, but lives them
- Open vacation policy for salaried team members and generous accrual vacation policy for hourly team members, + paid sick time
- Competitive compensation packages and meaningful stock grants for every employee
- Comprehensive health insurance coverage that starts on day one
- Fully stocked kitchens and craft beers (don’t worry, we also subsidize gym memberships)
- Especially cool offices in Austin, San Francisco and Sydney
- A free online store to help you live out your entrepreneurial dreams
- Employee-driven team building activities like paintball, rock climbing, social sports leagues, hackathons, movie nights, river floats, etc.
- Time off for volunteering and employee-driven charity events, i.e., the opportunity to work with various charitable groups within BigCommerce for underprivileged children, homeless pets, and a variety of other causes.