Full-Time Tier 2 Technical Support Rep

BigCommerce's mission is to help merchants sell more. We focus on being the best ecommerce platform so our customers can focus on growing their businesses. We are equally passionate about growing our employees' careers.

BigCommerce is looking for a Tier 2 Technical Support Representative. The primary responsibility is handling complex phone calls and tickets, collaborating with Tier 1 representatives on skills development, and working directly with Enterprise clients.

What You Will Do

• Provide outstanding phone, email, and chat support to Enterprise merchants and Agency Partners.
• Develop solutions and use standard procedures to improve customer satisfaction.
• Provide internal support answering questions and resolving issues for customer-facing teams (Tier 1, Billing, Sales, Account Management).
• Communicate with management and internal teams to resolve issues.
• Use training to stay ahead of product advancements and best practices, solving problems efficiently.
• Assist with supervisor callbacks for technical and customer service concerns.

Who You Are

• Minimum 6 months Tier 1 experience (1 year preferred)
• Strong work ethic, dedication to the company, pride in team work.
• Excellent written and verbal communication skills, impeccable attention to detail.
• Exceptional ability to use self-service resources (internal tools, documentation, external portals, etc.).
• Excellent time management skills.
• Familiarity with BigCommerce API, Stencil Framework, and Developer Documentation.
• Intermediate knowledge of HTML and CSS; basic JavaScript skills.

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