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Senior Technical Support Engineer

Job description

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 "Best Place to Work" in Sydney, is looking for a Senior Technical Support Engineer for our Sydney Office. In this exciting role, you will assist our largest Enterprise Merchants and Digital Solutions Partners with your expert level product knowledge and technical ability. You will be responsible for knowing everything that the platform has to offer, from the newest features to the simplest core functions. Some examples of the groups you will be working with are our product and engineering team, external developers and engineers, Mid-Market merchants, and other internal organizations. As a Senior Technical Support Engineer you will get to dive into the more challenging/complex issues that require skills well-beyond what our technical support tiers can handle. You will use your top notch tech skills and coding know-how to identify product defects, come up with creative solutions, and prioritize open issues for our product and engineering team. You will work alongside the BigCommerce product and engineering teams to help fix or enhance the software itself, including developing broader code fixes for use within the application, while engaging with partners and customers. 

What You’ll Do:

  • Consult existing agencies, high value merchants, and developers on best practices related to API, SDK, and headless implementations. assist with troubleshooting issues as they arise
  • Deliver innovative solutions to highly technical theme, application and integration problems faced by the BigCommerce development community and top tier merchants
  • Provide proof of concepts, in the form of code, as a starting point for questions related to API, SDK, and headless solutions.
  • Work with internal and external stakeholders to manage technical requests, with a sense of ownership
  • Use trace analysis, debug skills, code, and proprietary tools to analyze system problems, develop and test solutions for higher priority/more complex 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
  • Provide code fixes for minor defects to the core application and/or themes, ensuring
  • Maintain strong working knowledge of released products and participate in pre-release activities, BETA programs, and ongoing improvement of products 
  • Act as a product advocate for our top tier customers and provide client prospective/client feedback to the engineering/product team
  • Provide assistance within the BigCommerce Community’s Developer Group as needed

Who You Are:

  • 3-5 years of proven experience in a heavy customer focus position involving and advanced technical knowledge of a companies' products and services
  • Expert understanding of BigCommerce API and Headless solutions; capable of performing testing and debugging requests preferred 
  • Expert knowledge of Stencil and Handlebars Framework preferred
  • Understands the ins and outs of the Bigcommerce Checkout SDK preferred but not essential
  • Exceptional troubleshooting, testing and debugging skills in multiple environments
  • Deep Knowledge of DNS, SSL, and the BigCommerce technical infrastructure preferred
  • Experience using and building JSON/XML/REST APIs required
  • Experience with javascript preferred
  • Ability to self manage to prioritize the most critical needs of the team
  • Intermediate level experience with internal tools (logstash, rundeck)
  • General understanding of code deployment and supporting tools like Github
  • Knowledge of relational databases (i.e. MySQL) and data structures
  • Outstanding soft skills and excellent communication skills (verbal and written)
  • Exceptional time management and ability to work independently 
  • Ability to give and receive very honest feedback
  • Teamwork isn't something you just talk about, you believe in it and help keep it going
  • Helping people is what you do. You look forward to helping in any way you can - whether it’s our customer, a Partner, or our product team
  • Working on complex puzzles and finding out why things tick interest you
  • You are a multi-tasking expert and know how to prioritize your workload
  • You are excited to learn new technologies

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

Posted 15 July 2021

Diversity, Equity & 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, equity and inclusion are a central part of achieving that.
Our dedication to DEI 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 .
Current BigCommerce Employees: Please use the  internal job board  to apply for openings

BigCommerce Customer Success & Support Team

We focus on all aspects of helping our customers grow their business. Whether it’s Tech Support, Self-Help & Community, Learning & Development, or Professional Services, we give bespoke support to customers old and new.

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