Product Support Engineer, BigCommerce
Open SaaS ecommerce platform
Job no longer available
Open SaaS ecommerce platform
1001+ employees
Job no longer available
1001+ employees
Company mission
To help merchants sell more at every stage of business growth, from small startups, to mid-market businesses, to large enterprises.
Role
Who you are
- Exceptional troubleshooting, testing and debugging skills with a deep knowledge of DNS, SSL, and the BigCommerce technical infrastructure
- 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
- Strong understanding of BigCommerce API; capable of performing, testing, and debugging requests
- Ability to self manage to prioritize the most critical needs of the team; exceptional time management, and the ability to work independently
- Intermediate level experience with internal tools (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
What the job involves
- In this exciting role, you will assist every area of the business with your expert-level product knowledge and technical ability
- You will be responsible for troubleshooting the most complex technical issues encountered by merchants and developers leveraging the best, and most successful, eCommerce platform for growing businesses
- 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
- Work as an extension of the Product and Engineering team. Provide engineering-quality code fixes for minor defects to the core application and/or themes; attend Sprint and Release Train meetings and disseminate information to other teams within the organization when necessary
- Contribute to the software development of tools, apps, or core software improvements, including feature requests coming directly from customers
- Assist agencies and high-value clients with creating and troubleshooting custom API solutions as needed
- Maintain strong working knowledge of released products and participate in pre-release activities, BETA programs, and ongoing improvement of products
- Communicate and help solve complex issues for our merchants via escalated cases
- Act as a product advocate for customers and provide client prospective/client feedback to the engineering/product team
- Perform other duties and assignments as required
Our take
SaaS eCommerce platform BigCommerce is taking full advantage of the recent shift towards online shopping with its software that helps businesses of all sizes build and run eCommerce sites. Aside from providing a template for stores with functions including shipping and payment tracking, it also provides tools to cross-sell on other markets such as Amazon.
BigCommerce competes in this space with Shopify, another major eCommerce provider. While both companies have their adherents, BigCommerce's competitive advantage is in the sheer range of built-in features provided to its customers and the transparency of its pricing structure. While it can be more complicated to learn its flexibility is prized by the customers who have mastered its features. These include major brands such as Ted Baker, Skullcandy and Burrow to name just a few.
BigCommerce went public in 2020 with a valuation of almost $7 billion. Since then it has expanded aggressively into Europe and the Latin American market, including closing partnerships which enable BigCommerce vendors to sell on Mercado Libre. It is currently focusing on developing its enterprise offering as part of a shift towards profitability rather than continued market expansion as it seeks to navigate through the tricky economic situation for global eCommerce retailers in 2023.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-1% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Apr 2018
$64m
SERIES F
May 2016
$30m
SERIES E
Total funding: $219.2m
Company HQ
Four Points Centre, Austin, TX
Leadership
Brent Bellm
(CEO, not founder)Before taking the role of CEO at BigCommerce in 2015, they were the COO at HomeAway and VP Global Product for PayPal.
Share this job