Product Support Engineer

| Austin

BigCommerce is disrupting the e-commerce industry as the SaaS leader for fast- growing, mid-market businesses. We enable our customers to build intuitive and engaging stores to support every stage of their growth.

BigCommerce, named a 2019 "Best Place to Work" in Austin, 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

Diversity & Inclusion at BigCommerce

We have the opportunity to build not only a great business, but a great company, with soul. Our beliefs and commitment to diversity and inclusion are a central part of achieving that.

Our dedication to diversity and inclusion is grounded in two things: a moral belief in the dignity, value, and potential of every individual, and a practical belief that diverse, inclusive teams will create the best outcomes for our customers, partners, employees, and company. We welcome everyone to be a part of our journey.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • ElixirLanguages
    • ErlangLanguages
    • Objective -CLanguages
    • ScalaLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AjaxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • jQueryFrameworks
    • MongoDBDatabases
    • Google AnalyticsAnalytics
    • PhotoshopDesign
    • SketchDesign
    • Adobe Creative SuiteDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS

Location

We're downtown at: 211 E 7th St Suite 500, Austin, TX 78701. We also have an amazing office in NW Austin: 11305 Four Points Drive, Austin TX 78726.

What are BigCommerce Perks + Benefits

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.
Friends outside of work
Eat lunch together
Intracompany committees
We empower employees to define our culture in the areas of Wellness, Community/Volunteering and Team Building through our BigCommerce Employee Resource Groups (ERGs).
Open door policy
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
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
Onsite Gym
Team workouts
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
Subsidized placement services for child care.
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Our game room includes Ping Pong, Pool Table, Foosball, Video Games.
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted Once per week.
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like Onsite training courses, The ability to attend job related conferences and seminars.
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Career mentorship is available.
Continuing Education stipend
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

A free online store to help you live out your entrepreneurial dreams. Competitive compensation packages. Pet Insurance. Comprehensive health insurance coverage that starts on day one. Open vacation policy for salaried team members and generous accrued time off policy for hourly team members. Employee-driven team building activities like hackathons, paintball, rock climbing, social sports leagues, movie nights, river floats, etc. Peer to peer rewards and recognition program. Paid parental leave and adoption assistance for new parents. Employer-paid life insurance and disability coverage. Educational assistance for qualified pre- and post-grad courses.

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