Support Engineer - Mid-Level


Remote / world wide
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 05/02/2021
  • Website:
  • Company Address: 814 Mission Street 6th Floor, San Francisco, CA, 94103

About Pipefy

Pipefy is the Work Management platform. With our tool, anyone can take control of their daily work and make a greater impact. Our solution allows you to streamline and automate any business process on your own – from employee onboarding to customer service to agile development.

Job Description

Pipefy is searching for a Support Analyst - N2 to join a dynamic and fast-paced environment and help us continue growing. Pipefy is the Lean Management platform. We help anyone take control of their daily work, in areas from employee onboarding to customer service to agile development. Our software puts the proven benefits of lean management within easy reach, including greater agility, improved efficiency and higher quality outcomes. Since we started in 2015, Pipefy has helped thousands of doers around the world solve business problems on their own. Today, companies in over 150 countries use Pipefy, from startups to industry leaders such as Accenture, Visa, GE and Volvo.

Pipefy is the workflow management software that increases team productivity and standardizes processes for teams like Finance, HR and Customer Service, so those requesting services, processing requests and managing the operation are more efficient. Through a low-code/no-code platform, Pipefy allows workers to independently automate manual tasks, move fast with ready-to-use, customizable workflows and deploy their own solutions. Digitally transform your processes in a matter of hours, not weeks or months.

  • Provide Level 3 support to customers - resolving technical issues/errors in a live production environment;
  • Correct Bugs found in our product;
  • Solve minor issues regarding our infrastructure;
  • Create new features creating proof of concept;
  • Automate processes;
  • Provide detailed and organized feedback to Engineering & Product managers regarding product problems, enhancements and new features as requested;
  • Interact with customers across the globe through mail, technical calls and chat;
  • Balance and prioritize multiple tasks from different sizes and business importance;
  • Suggest improvements in support processes and procedures;
  • Technical training for the Team.
  • Help team to improve herselves on professional and personal views.

Soft Skill:

  • Enjoy investigating problems to the root cause.
  • Critical thinking and problem-solving skills.
  • Fluency or near fluency in English.
  • Ability to explain complex IT concepts in simple terms.
  • Make decisions based on data
  • Ability to teach yourself a broad range of new skills.
  • Self-start and ability to thrive in a startup environment with minimal supervision.
  • Attention to detail.
  • Experience working in a fast-paced environment.
  • Ability to quickly comprehend and make decisions by analyzing data and reviewing technical documentation.
  • Business awareness to prioritize and make decisions in favor of the company.

Hard Skill:

  • Experience in IT troubleshooting.
  • Experience in Customer requirement analysis;
  • Good knowledge and/or experience with Ruby, Go, Elixir, React Native and Javascript, Kotlin and Swift.
  • Able to create advanced queries using SQL. (mandatory)
  • Experience with Elasticsearch, MongoDB and PostgreSQL.
  • Experience working with Linux or Unix - command line
  • Experience with AWS Services or Google Cloud/Azure
  • Knowledge of Monitoring Systems such as Datadog, Zabbix, Prometheus and Grafana (for data visibility)
  • Knowledge of ElasticSearch or Redis;
  • Some experience with big data tools as Kafka, Hadoop, Spark, etc.;
  • Experience with SLOs, SLAs, SLIs for SaaS Products;
  • Familiarity with RESTful and GraphQL APIs.
  • Experience with Scrum and Kanban.

Interest in learning new languages such as Spanish. Experience working with Powershell on Windows Experience on deploying, managing and monitoring AWS services such as EC2, ELB, Lambdas, VPC, CloudFront, ElasticSearch, Aurora RDS, Route53, S3, etc. Experience with frameworks such as React and Rails Knowledge of modern authorization mechanisms, such as JSON Web Token. Experience with different types of tests and tools. - End to End (Cypress), Integration/Unit (jest, testing-library, etc).

A fast-paced environment full of enormous challenges and the possibility to create a global brand. All the tools you might need to do great work (we’ll spare no expense to make you feel ready to overcome all these challenges). The chance to work at an ambitious company, alongside smart colleagues with entrepreneurial mindsets and world-class professional skills.

Check out our great benefits pack on

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.