Product Support Engineer

| Austin | Hybrid
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BigCommerce is looking for a Product Support Engineer for our Austin Four Points Office. In this exciting role, you will assist every area of the business with your expert level product knowledge and technical ability. You will be responsible for troubleshooting the most complex technical issues encountered by merchants and developers leveraging the best, and most successful, eCommerce platform for growing businesses.

What You’ll Do:

  • 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
  • Work as an extension of the Product and Engineering team. Provide engineering-quality code fixes for minor defects to the core application and/or themes; attend Sprint and Release Train meetings and disseminate information to other teams within the organization when necessary
  • Contribute to the software development of tools, apps, or core software improvements, including feature requests coming directly from customers
  • Assist agencies and high value clients with creating and troubleshooting custom API solutions as needed
  • Maintain strong working knowledge of released products and participate in pre-release activities, BETA programs, and ongoing improvement of products
  • Communicate and help solve complex issues for our merchants via escalated cases
  • Act as a product advocate for customers and provides client prospective/client feedback to the engineering/product team.
  • Perform other duties and assignments as required

Who You Are:

  • A BigCommerce expert. You know the platform inside and out. A minimum of 6 months in-depth experience with the BigCommerce platform
  • Exceptional troubleshooting, testing and debugging skills with a deep Knowledge of DNS, SSL, and the BigCommerce technical infrastructure
  • Formal training or equivalent experience with front-end or full stack development languages such as JavaScript, Node.JS, Angular, and JSON; expert-level HTML and CSS skills and a deep understanding of the Stencil Framework and Handlebars programming language are required
  • Strong understanding of BigCommerce API; capable of performing, testing, and debugging requests
  • Ability to self manage to prioritize the most critical needs of the team; exceptional time management, and the ability to work independently
  • Intermediate level experience with internal tools (logstash, rundeck); general understanding of code deployment and supporting tools like Github
  • Exceptional verbal and written communication skills
  • Helping people is what you do, and you look forward to helping in any way you can - whether it’s our customer or internal stakeholders
  • Teamwork isn't something you just talk about, you believe in it and help keep it going
  • Working on complex puzzles and finding out why things tick interest you
  • Schedule must be flexible in order to support global teams

This description is intended to serve as a summary of key duties and responsibilities and may not contain a comprehensive list of activities.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • TypeScriptLanguages
    • ElixirLanguages
    • ErlangLanguages
    • Objective -CLanguages
    • ScalaLanguages
    • GoLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • AjaxLibraries
    • Backbone.jsFrameworks
    • CircleCIFrameworks
    • HadoopFrameworks
    • LaravelFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • Vue.jsFrameworks
    • jQueryFrameworks
    • Next.jsFrameworks
    • SeleniumFrameworks
    • JenkinsFrameworks
    • ScalatestFrameworks
    • MockitoFrameworks
    • CassandraDatabases
    • HBaseDatabases
    • HiveDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • SnowflakeDatabases
    • RedshiftDatabases
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • PhotoshopDesign
    • SketchDesign
    • Adobe Creative SuiteDesign
    • AsanaManagement
    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • JIRAManagement
    • SmartsheetManagement
    • WordpressCMS
    • SalesforceCRM
    • MailChimpEmail
    • MarketoLead Gen
    • Google HangoutsCollaboration
    • Microsoft TeamsCollaboration
    • SlackCollaboration
    • ZoomCollaboration
    • SmartsheetProject Management

Location

Our HQ is set amongst trees and nature trails in the beautiful hills of Austin.

What are BigCommerce Perks + Benefits

BigCommerce Benefits Overview

We empower our employees to think big and do great work by offering a positive work environment and outstanding benefits.

For your health: We offer multiple national medical insurance plans including PPO and HDHP options. We also offer a PPO dental plan and vision insurance.

For your wealth: We offer a 401(k) retirement plan, a Health Savings Account (HSA), a Healthcare Flexible Spending Account (FSA), and a Dependent Care Flexible Spending Account (DCRA) as pre-tax benefits. We also offer company paid life insurance up to 3 times your annual salary, as well as company paid short-term & long-term disability insurance.

For your resilient self: We care about your wellbeing in addition to your health and wealth. To assist with that, we offer paid vacation leave (15 days PTO for hourly employees and open vacation for our salary employees). All employees receive paid sick leave, paid volunteer time, and a paid wellness day. We have multiple family benefits for caregivers including paid parental leave, newborn child sick leave, adoption assistance, and a flexible return to work policy. We also offer educational reimbursements, a free BigCommerce ecommerce store, and an Employee Assistance Program.

Last, but definitely not least, we like to enjoy ourselves at work. We have company-sponsored employee programs including Employee Resource Groups, culture clubs, even virtual events.

Culture
Volunteer in local community
We encourage our employees to give back to our local communities through volunteer work. BigCommerce provides two paid Charity/Volunteering Leave days per calendar year to all permanent employees.
Partners with nonprofits
Each year, the BC family partners with Partnerships for Children to help kids in the Austin area who have been taken from their homes and are living in protective custody during the holidays.
Open door policy
Open office floor plan
Employee resource groups
Employee-led culture committees
Hybrid work model
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
BEmpowered for women, non-binary people, and allies; BProud for LGBTQ+ and allies; B-United for Veterans and allies; BCinColor for people of color and allies; BigFamily for caregivers and alli
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
National United HealthCare PPO & HDHP plan options with deductibles as low as $500, coverage up to 100% for in-network services and low monthly premiums
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
Company equity
BigCommerce offers equity to employees through a number of different occasions, including an annual equity performance review period.
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Unlimited vacation policy for salaried team members and generous accrued time off policy for non-exempt team members.
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
We offer employees parking in a garage on the property.
Fitness stipend
Onsite gym
Professional Development Benefits
Job training & conferences
BigCommerce offers a variety of opportunities for learning and development from training sessions and workshops, to different conferences to attend.
Lunch and learns
Promote from within
Mentorship program
Career mentorship is available.
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

We empower our employees to define culture in the areas of wellness & fitness, community & volunteerism, and team building through local culture clubs that help our employees connect. Our Employee Resource Groups (ERGs) support our diverse workforce through supportive, inclusive networks that help develop awareness and respect across the company. We sustain our culture by understanding what drives our employees' engagement, measuring that engagement, and implementing initiatives to continue to make BigCommerce an even better place to work.

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