[背景] Pipe17 是一家总部在美国的 SaaS 公司，面向 E-commerce 行业提供软件技术和产品方案。今年品牌升级后的定位是 AI empowered Order Management System. 公司是一个分布式的组织，在全球各地区都有团队成员，包括 US 、South America, EU ，中国等等。目前中国的办公室位于成都高新区软件园。

[目前在招聘的岗位] Support Engineer 具体的 JD 我贴在下面，不过还是先放一个最核心的要求：

需要有一定的 support 经验，也或者相关的 customer-facing 的服务或者咨询经验； 需要有电商 E-commerce 行业的从业经验； 需要有比较 strong 的 communication skill ，英文要好。 可选但是强烈建议有的：JavaScript/JSON 的一定技能，不需要很懂，有些皮毛能读一部分简单的代码逻辑就足够。

好，接下来是具体的 JD：Role The Support Engineer at Pipe17 is responsible for providing our customers with Level 1 (L1) and Level 2 (L2) support. As an integral part of the Pipe17 team, the Support Engineer will work directly with customers to resolve technical issues related to our solution, which connects sales channels, 3PLs, and ERP systems within the e-commerce sector. Support Engineers will use tools like Zendesk, Slack, and Datadog to provide timely and effective support, including troubleshooting API integrations and ensuring seamless operation of customer systems. Responsibilities ●Customer Support: Provide L1/L2 support to customers via Zendesk, Slack, and scheduled calls. ●Technical troubleshooting: Diagnose and troubleshoot issues with APIs integrations using tools like Datadog. Read and understand JSON data to identify and resolve issues. ●Collaboration: Work closely with Solution Architects and Developers to escalate and resolve complex issues. Ensure clear communication between non-technical customers and technical teams. ●Documentation: Maintain detailed and accurate records of customer interactions and technical issues—document troubleshooting steps and solutions for the internal Knowledge Base.

Skills ●E-commerce Knowledge: Understanding of the e-commerce business and related sales channels, 3PLs, WMS, and ERPs. ●Proficiency with APIs: Ability to work with APIs for data integration. Troubleshooting. ●JSON data: ability to read and understand JSON data, ●JavaScript Knowledge: Basic/Intermediate skills for customization and identifying/solving issues with custom mappings. ●AI Tools Experience: Familiarity with AI tools is desirable. ●System Logs Interpretation: Ability to read and interpret system logs for issue diagnosis. ●Problem-solving skills: strong analytical and troubleshooting abilities. The capacity to think critically and provide solutions to technical challenges. ○Strong problem-solving abilities. ●Communication Skills: Excellent verbal and written communication skills. Ability to explain technical issues to non-technical customers clearly and concisely. Strong interpersonal skills are required to create a positive customer relationship and teamwork. ●Experience: Previous experience in a technical support role, preferably within the e-commerce sector. ●Prioritization Ability: manage multiple tasks and priorities in a fast-paced environment. ●Positivity: Proactive attitude and a customer-first mindset.

[具体的月薪范围（税前，人民币） 16k~22k/m ]

工作时间 SE1: 5 PM to 3 AM PT (国内的早上 8 点上班，下午 6 点下班) SE2: 10 PM to 8 AM PT (国内下午 1 点上班，晚上 11 点下班) Weekend coverage - on-call mode. (1 weekend per month) 也就是每个月有一个周末要 on-call

我们能够提供 和湾区以及全球的大牛一起共事 真正的全球多元化团队 高速发展的业务 学习并参与到 AI 人工智能技术的应用 尊重工作与生活的平衡 绝佳的学习与成长氛围 有竞争力的薪酬 公司标配 Macbook 年度旅游/聚会 定期组织团建与体育运动 每年去美国或其他国家学习和交流 与公司共同成长与发展

补充 我在这里工作第五个年头了，以上这些都是实打实的，没有一点水分。去年 3 月去的西雅图和加州，今年去的墨西哥城、西雅图，10 月份要去亚美尼亚。真正的快乐工作、充实生活。同时这里没有年龄歧视，大龄中青年很多和年轻人打成一片，挺欢乐的。压力大的时候也有，不过团队协作氛围好，有问题一起扛。真诚邀请有识之士加入！