Technical Lead, Product Support Engineering

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.

Summary

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 2020 "Best Place to Work" in Austin,TX,  is looking for a Technical Lead to assist in coaching, developing and supporting a team of dedicated Product Support Engineers on our Client Services team. This is a great opportunity to thrive in a culture where exceptional service to our clients is the paramount focus.

 

What You’ll Do

• Support and coach members of the Product Support Engineering Team, while fostering a culture that is open, positive, energized and innovative.
• Mentor and help onboard new members of the Product Support Engineering Team.
• Monitor team metrics, ensuring customers are receiving world class support.
• Act as a liaison for the PSE team, working with internal teams to assist with high priority contacts/issues.
• Oversee PSE rotations, communicate gaps in coverage, and delegate tasks if necessary.
• Assist with the creation and updating of team guidelines, policies and training.
• Tailors coaching and development to individual representative’s needs, providing documented, specific and actionable guidance.
• Provides input to PSE Leadership on employee performance, individual struggles, unique strengths, and overall morale; provide reporting and analysis on key performance metrics on a weekly and monthly basis.
• Active participant in interview team for new Product Support Engineers and Technical Leads as needed.
• Handle other supervisory and reporting tasks as assigned.

Who You Are

• 1-3 years experience in a Product Support Engineer role at BigCommerce, while meeting all performance metrics.
• Mojo champion and role model of BigCommerce values.
• Strong work ethic with a sense of accountability for individual and team performance.
• Desire to work in a collaborative, open environment.
• Exceptional multi-tasking skills with sound judgment and time management when managing competing demands and multiple long-lasting projects.
• Excellent written and verbal communication skills as well as a strong technical skillset to solve and coach the most difficult contacts.
• Accountable for the outcomes of one's own work and the work of teammates, willingness to hold others accountable to commitments, sets proper expectations and follows through as needed.
• Consider the needs of others before/when taking action.
• Willingness to coach peers and advise management regarding improvements and best practices.

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

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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.