Associate Product Support Engineer

BigCommerce’s mission is to help merchants sell more at every stage of growth, from small startups, to mid-market businesses to large enterprises. We focus on being the best ecommerce platform so our customers can focus on what matters most: growing their businesses.

We are equally passionate about growing our employee’s careers and providing them an incredible experience as we rapidly expand across the globe. We are proud to have been  recognized numerous times  for our product and workplace culture. We empower our people and customers to build, innovate and grow, so together we can redefine the ecommerce industry.

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.

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

• Assist high-value enterprise clients, agencies and developers with troubleshooting custom API solutions and headless solutions.

• Maintain strong working knowledge of released products and participate in pre-release activities, BETA programs, and ongoing improvement of products 

• Work as an extension of the Product and Engineering team, attend Sprint and Release Train meetings and disseminate information to other teams within the organization when necessary 

• 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:

• 1-3 years of proven experience in a heavy customer focus position involving and advanced technical knowledge of a companies' products and services

• Exceptional troubleshooting, testing and debugging skills with a deep knowledge of DNS, SSL

• 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

• Ability to self manage to prioritize the most critical needs of the team; exceptional time management, and the ability to work independently

• Familiar with locating information in logging systems (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

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Diversity, Equity, and Inclusion at BigCommerce

Our employees make the difference. At BigCommerce, we believe that celebrating the unique histories, perspectives and abilities of every employee makes a difference for our company, our customers and our community. We are an equal opportunity employer and the inclusive atmosphere we build together will make room for every person to contribute, grow and thrive.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions and to receive other benefits and privileges of employment. If you need an accommodation in order to interview at BigCommerce, please let us know during any of your interactions with our recruiting team.
Learn more about the BigCommerce team, culture and benefits at  https://careers.bigcommerce.com.

Protect Yourself Against Hiring Scams: Our Corporate Disclaimer 

BigCommerce, along with many other employers, has become the subject of fraudulent
job offers to hopeful prospective job seekers.
Be advised:
BigCommerce does not offer jobs to individuals who do not go through our formal hiring process.
BigCommerce will never:

• require payment of recruitment fees from candidates;
• request personally identifiable information through unsanctioned websites or applications;
• attempt to solicit money from you as part of the hiring process or as part of an employment offer;
• solicit money to complete visa requirements as part of a job offer.

If you receive unsolicited offers of employment from BigCommerce, we urge you to be extremely cautious and avoid engaging or responding.