About the Role
Most support engineers wait for the ticket. You won't.
As a Field Software Engineer at VTEX, you are the technical face of the platform for a portfolio of enterprise brands and retailers. You work inside a cell — a small, dedicated squad that pairs you with our commercial team — so you know your customers' businesses, their architectures, and their roadmaps before problems ever reach a queue.
Your job is to unblock. When a customer hits a technical wall — a tricky integration, a performance bottleneck, a conflict between what they built and what the platform expects — you step in, diagnose it, and drive it to resolution. Sometimes that means writing code. Sometimes it means getting the right people in a room. Always, it means the customer moves forward.
This is a role for engineers who genuinely enjoy working with people. Deep VTEX technical knowledge is the entry ticket; a real vocation for service is what makes you great at it.
This is an in-office position based at your local VTEX office.
*For this position you are required to attend the office 4 days a week (Monday - Thursday), and remote work on Friday.
What You Will Do
- Unblock customers proactively: anticipate technical conflicts, identify risks in customer implementations, and resolve them before they become escalations — not just react to tickets.
- Work embedded in a cell with our commercial team, partnering daily with Sales and Success on your shared portfolio and bringing the technical perspective to renewals, expansions, and strategic conversations.
- Own complex technical cases end to end: debug, reproduce, and resolve implementation issues across the VTEX platform — storefront, APIs, integrations, checkout, and beyond — collaborating with customer and partner teams when needed.
- Be the customer's trusted technical advisor: guide them toward better architecture decisions, best practices, and platform capabilities they didn't know they had.
- Feed what you learn back into VTEX by turning recurring issues into documentation, product feedback, and playbooks.
Who you are
- Hands-on experience building or implementing on the VTEX platform is a must — you know VTEX IO / FastStore, Master Data, the core APIs, and how a VTEX store actually works in production.
- Knowledge of REST APIs and GraphQL, and familiarity with debugging tools like Chrome DevTools and Postman.
- A genuine vocation for service — you find satisfaction in solving someone else's problem, and customers feel it.
- Strong communication skills: you can explain a technical root cause to a developer and to a business stakeholder in the same meeting.
- A self-taught, proactive mindset — you ask probing questions, validate assumptions, and go find the answer.
Nice to Have
- English (working proficiency)