eCommerce Support Engineer

Job Description:

eCommerce Support Engineer
Job Description:

Are you obsessed with data, partner success, taking action, and changing the game? If you have a whole lot of hustle and a touch of nerd, come work with Pattern and use your skills to push one of the fastest-growing companies in the US to the top of the list.

Pattern is the premier partner for global ecommerce acceleration and is headquartered in Utah's Silicon Slopes tech hub—with offices in Asia, Australia, Europe, the Middle East, and North America. Valued at $2 billion, Pattern has been named one of the fastest growing tech companies in North America by Deloitte and one of best-led companies in America by Inc. More than 100 global brands—like Nestle, Sylvania, Kong, Panasonic, and Sorel —rely on Pattern's global ecommerce acceleration platform to scale their business around the world. We place employee experience at the center of our business model and have been recognized as one of America's Most Loved Workplaces®.

We are looking for an eCommerce Support Engineer to join our analytics team in Pattern’s Pune office. This role will troubleshoot issues related to our proprietary Warehouse Management Software (WMS), assist the Operations, Product, Engineering, and Brand Management teams with research and root-cause analysis of WMS issues, and will partner with those teams to suggest improvements to our software and operational processes.

What is a day in the life of an eCommerce Support Engineer?

• Respond to and resolve tickets escalated by internal Pattern users.
• Document solutions and systems to help scale troubleshooting.
• Create SQL queries to investigate problems, assess impact, and research trends.
• Analyze escalations and repetitive tasks to identify feature gaps.
• Act as a Shelf WMS stakeholder and provide feedback and insights to the Product and Engineering teams.
• Partner with Operations Support to distinguish technical problems from user errors.
• Create support tools and scripts to automate and improve support processes.
• Work with all levels of end users, including executive staff.

What will I need to thrive in this role?

• 1-5 years experience, interest, or education in eCommerce, operations, or software development.
• Strong problem-solving, analytical and diagnostic skills.
• An intensely curious personality.
• Understanding of eCommerce systems (Amazon FBA and Seller Central, Shopify, Walmart Seller Center, or equivalent).
• Experience with ticketing systems (Fresh Service, Asana, Click-up, or equivalent).
• Practical experience with SQL (Snowflake and postgres).
• Understanding of basic web applications and API’s.
• Ability to communicate technical concepts with both engineers and users.
• Excellent spoken and written English communication skills.

Additional Helpful Qualifications:

• Basic knowledge of scripting languages (Ruby and Python).
• Ability to debug code locally using an IDE such as VScode.
• Exposure to software troubleshooting tools and logging (FullStory and DataDog).
• Experience with warehouse operations and WMS software.

Sounds great! What’s the company culture?

We are looking for individuals who are:

• Game Changers- A game changer is someone who looks at problems with an open mind and shares new ideas with team members, regularly reassesses existing plans and attaches a realistic timeline to goals, makes profitable, productive, and innovative contributions, and actively pursues improvements to Pattern’s processes and outcomes.
• Data Fanatics- A data fanatic is someone who recognizes problems and seeks to understand them through data, draws unbiased conclusions based on data that lead to actionable solutions, and continues to track the effects of the solutions using data.
• Partner Obsessed- An individual who is partner obsessed clearly explains the status of projects to partners and relies on constructive feedback, actively listens to partner’s expectations, and delivers results that exceed them, prioritizes the needs of your partners, and takes the time to create a personable experience for those interacting with Pattern.
• Team of Doers- Someone who is a part of a team of doers uplifts team members and recognizes their specific contributions, takes initiative to help in any circumstance, actively contributes to supporting improvements, and holds themselves accountable to the team as well as to partners.

What is the hiring process?

• Initial phone interview with Pattern’s talent acquisition team
• Video interview with a hiring manager
• Onsite interview with a panel of department leaders
• Professional reference checks
• Executive review
• Offer

How can I stand out as an applicant?

• Be prepared to talk about professional accomplishments with specific data to quantify examples
• Be ready to talk about how you can add value and be the best addition to the team
• Focus on mentioning how you would be partner obsessed at Pattern
• Be prepared to talk about any side projects related to data and analytics

Pattern provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability, status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Pattern is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.