LATAM/Americas L2 Technical Support Engineer

At Pipe17, our values aren’t just words on a wall. They’re how we operate every day.

We are a high-performance team built around ownership, urgency, curiosity, and a strong bias for action.

We set bold goals, hold ourselves accountable, and move fast to solve customer problems. Every team member owns their decisions and drives outcomes. No one waits for permission.

We operate with urgency, but not recklessly. We focus on what matters most, take initiative, and course-correct quickly when needed. We value people who speak up, follow through, and take pride in their work.

Technical Support is involved in post-sales support work, taking ownership of the customer’s requirements and problems from start to finish to ensure that customers’ issues are handled in a timely and satisfactory manner.  A successful candidate must be able to help customers and partners overcome technical challenges, and provide hands-on troubleshooting, debugging, feature explanation, and best practice guidance to the broader Technical Support team.

AI fluency: You’ve used AI tooling for work or personal use—or you are willing to dive in and learn fast. You explore new tools, workflows, and ideas to make things more efficient, and are eager to deepen your understanding of AI and use it regularly.

You’re empathetic. You’ll be working directly with customers using our services as well as developers who are building on our platform as they overcome problems. You’re able to put yourself in their shoes. 

You love figuring things out. You enjoy being presented with situations that don't have an immediately obvious answer and relish finding the solution. You are excited, not intimidated, by problems you don't know the answer to. You love applying the things you have learned to unfamiliar situations in order to see the deeper patterns that connect seemingly disparate issues.

You love variety. You would enjoy a multifaceted role that interacts with a wide variety of people, topics, and issues. The idea of seeing something new and different every day is invigorating. You are able to learn and act quickly to keep up with rapidly changing and sometimes unfamiliar situations.

You’re an excellent written communicator. We have a distributed team, and writing is our primary means of communication at Pipe17 and to our end users. You have a very strong command of written English and your writing is concise but effective.

You’re solid at time management. You can balance a variety of projects and responsibilities without getting overwhelmed. As a part of a distributed team, you’ll be trusted to work with minimal supervision. As a part of a growing company, you have an opportunity to make a big impact, and you’re keen to build processes that’ll make your job more efficient over time.

You have experience within the ecommerce space: Shopify, BigCommerce, WooCommerce, Wix, Squarespace, eBay, Walmart,  Wayfair, Target, Overstock etc.; and B2B sales platforms, point-of-sale systems and ERPs like NetSuite, 3PLs / warehouse management systems, CartRover; order and inventory management systems such as Stitch labs, Brightpearl, Cin7; and SaaS connectivity solutions such as Del Boomi, Workato, Zapier etc.

• →Perform troubleshooting and provide development assistance to Pipe17 customers 
• →Serve as a point of internal escalation on technical issues within the Support org
• →Perform check of escalated issues found by internal team members prior to advancing through proper channels
• →Create and improve documentation to help users and partners help themselves
• →Employ your problem solving skills to triage and fix bugs on our platform
• →Improve the quality and efficiency of the solutions we deliver to our customers
• →Find other opportunities to move the team, the org, and the company forward, such as contributing to building and maintaining internal tools, code review, mentoring
• →Some on call responsibilities weekdays after hours and some weekends 
• →4+ hours overlap with PST time zone if remote 

• English language proficiency: native or fluent
• 2+ years of SaaS troubleshooting experience in a Technical Support capacity as Tier 2 customer support, with one year as a Software Test Engineer
• Understanding of APIs and integration technologies used to create Pipe17 integrations
• Proficient in analyzing log files and standard debugging concepts using tools like Datadog and Postman
• Demonstrated ability to troubleshoot and triage complex, code-related technical issues
• Basic experience in troubleshooting performance & network related issues
• Soft skills to interact with customers over phone, email, Zoom

• Bachelor of Science degree in Engineering or technical field desirable 
• Experience using Shopify or another ecommerce platform and / or  an automation tool such as Zapier, Workato, Boomi, IFTTT or similar  
• Experience with creating technical articles
• Experience using GitHub to host code samples

Pipe17 is the AI-native Enterprise Order Operations Platform for brands and 3PLs. We replace the fragmented stack of iPaaS, middleware, and legacy OMS with one unified operational layer that manages orders, inventory, products, fulfillment, and exceptions across every channel and partner.

With 300+ managed connectors, AI-powered workflows, and an industry-first MCP Server for agentic commerce, Pipe17 lets brands go live in weeks, scale into new channels in days, and run post-checkout operations without developer dependency or systems integrators.

Our customers reduce operational costs by up to 85%, cut fulfillment errors by 99%, and launch new channels in days instead of months. Pipe17 is trusted by enterprise brands including Estée Lauder, Allbirds, e.l.f. Beauty, Made In Cookware, Wyze, Olly, Black Rifle Coffee Company, and Dude Wipes, as well as leading 3PLs including Ryder, FedEx, and Barrett Distribution.

Pipe17 is a venture-funded software company headquartered in Seattle, WA with a significant presence in the San Francisco Bay Area. The company is backed by GLP Capital Partners, a leading investor in ecommerce logistics, and recently announced its Series A funding to accelerate growth and category leadership.