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Product Support Engineer (Remote)

Job description

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 , named a "Best Place to Work" in Australia, makes quality a cornerstone of our software development and delivery philosophy. Every day, we’re trusted to handle tens of millions of dollars of transactions through our platform. 

At BigCommerce, we don't just sell and support a platform, we empower our clients to succeed. In this role you will use your technical know-how and unparalleled customer service skills to help our customers optimize, and run their online stores by answering technical-related questions and solving challenging issues via our ticketing and phone systems. You will also act as an advocate for our customers and help drive resolutions with our product and engineering teams.

Our team members are encouraged to learn the basics of the job quickly, and to continue growing their knowledge of the industry as it evolves. You are a team player who can recognize the various values and opportunities presented by your peers, you will work with them, learn together, and celebrate each other's success. The right candidate will possess strong technical skills, the ability to communicate optimally via outstanding soft skills, and the creativity to engineer solutions for the ever growing world of eCommerce entrepreneurs. As a team, our mission is to make ourselves available when our customers need us and to give them a path to success. We have an onboarding period with ongoing training and development to ensure you are set up for success with us.

What You’ll Do:

  • As the highest level of technical support, you will be the guide our customers will look for when they have technical questions regarding BigCommerce.
  • Work closely with the product engineering team and act as a product advocate for customers and provide client perspective/client feedback
  • Communicate and help solve sophisticated issues for our merchants via called out cases to the engineering/product team.
  • Perform other duties and assignments as required

Who You Are:

  • Possess knowledge of E-Commerce and is passionate about the industry
  • Outstanding troubleshooting, testing and debugging skills with a deep knowledge of DNS, SSL
  • Previous demonstrated experience in a technical support or product support role
  • Ability to prioritize, handle time/tasks and work independently
  • Outstanding 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 partners
  • Collaboration isn't something you just talk about; you believe in it and help keep it going
  • Passion for technical problem solving  and things like working on complex puzzles and finding out why things tick interest you
  • Self-motivated individuals with attention to detail and a strong customer attitude and desire to help people
Diversity, Equity & 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 .

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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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