Technical Integration Specialist (Solutions Architect)

This position

The Technical Integrations Specialist (Solution Architect) is responsible for onboarding new customers. This includes understanding customer’s use cases, configuring Pipe17 to facilitate data transfer, and ensuring smooth integration of sales channels, ERPs, WMS and 3PLs. It is important to have a deep understanding of the e-commerce business, proficiency in ERPs like Acumatica, technical knowledge in APIs and JavaScript is desirable, and the ability to work with AI and interpret logs.

You will play a pivotal role in eliminating fragmented channels, manual processes, and operational blind spots that cost businesses time, money, and customers. You will ensure seamless integration of selling channels, fulfillment services, and core business applications to maintain the efficient flow of orders and inventory. This role allows you to focus on helping our customers grow their businesses without the need to solve technology problems, thanks to Pipe17's no-code, no-IT-required solutions.

About You

You’re empathetic. You’ll be working directly with customers using our services as they encounter and overcome problems. You’re able to put yourself in their shoes and help point them in the right direction.

You can prioritize and have the ability to say no to customers. You're a self- starter, manager, owner (can drive things to results). You have great communication skills (written and verbal)

You like variety and enjoy multifaceted roles. As a part of a distributed team, you excel with minimal supervision. As a part of a growing company, you have an opportunity to make a big impact and build processes that’ll make your job more efficient over time.

You have experience within the ecommerce space such as one or more of the following: Shopify, Big Commerce, Woo Commerce, etc and B2B sales platforms, point-of-sale systems, ERPs, 3PLs/warehouse management systems, cart rover, order and inventory management systems such as Stitch labs, Brightpearl, Cin7, and SaaS connectivity solutions such as Dell Boomi, Workato, Zapier etc.

Responsibilities

• “Own the customer” as the single point of contact, defining a success plan with deliverables, and ensuring clear communication across all activities of the customers’ post-sale journey

• Be the main technical point of contact guiding the customer to leverage Pipe17 based on best practices and technical knowledge

• Be consultative and build in-depth customer relationships and a complete understanding of their business goals and objectives

• Lead multiple projects during the implementation phase and be viewed as an expert in solution design, development and troubleshooting. You may do planning, estimation, requirements gathering/analysis for larger customers

• Translate business requirements into product use cases or technical requirements

• Configure Pipe17 products based on customer requirements. Serve as a point of internal escalation on technical issues within the Support org

• Perform troubleshooting and development assistance to Pipe17 customers and resolve problems when possible, engaging engineering as needed

• Coach and educate customers to improve adoption of Pipe17

• Collaborate with internal stakeholders (Engineering, Product, Sales) to complete customer goals, be the “Voice of the Customer” to provide visibility and/or escalations, and maintain strong referenceability across your book of customers

• Create and improve documentation to help customers and partners help themselves

• Document onboarding steps for future reference and to transition to other teams as needed

Skills and Experience

• Skills

  • E-commerce Knowledge

    • Familiarity with vendors, tech stack, typical use cases, merchant activities, sales channels, fulfillment channels, and information flow between them (orders, shipping requests, fulfillment notices, etc.).

  • ERP Proficiency

    • Expertise in configuration, customization, and integrations.

  • API Utilization

    • Ability to work with APIs for data integration.

    • Knowledge of JSON and basic programming in JavaScript (ability to read and understand code).

  • JavaScript Knowledge

    • Basic to intermediate skills for customization.

  • AI Tools Experience (BONUS)

    • Familiarity with AI tools is desirable.

  • System Logs Interpretation

    • Ability to read and interpret system logs for issue diagnosis.

  • Problem-Solving Skills

    • Strong problem-solving abilities.

  • Communication Skills

    • Excellent verbal and written communication.

  • Project Management

    • Ability to manage multiple projects and tasks simultaneously in a fast-paced environment.