L1 Support Engineer

We are seeking an L1 Support Engineer with exposure to Salesforce Commerce Cloud (SFCC) and Order Management Systems (OMS) to provide first-line support for eCommerce applications. The role involves monitoring systems, handling incidents, performing basic troubleshooting, and analyzing logs to ensure platform stability. The engineer will coordinate closely with L2/L3 teams and business stakeholders for timely issue resolution. Strong communication skills and the ability to work in an agile, fast-paced support environment are essential.

Responsibilities:

• Analyze and diagnose technical issues in e-commerce applications
• Identify root causes of issues, whether in code, configuration, or infrastructure
• Develop and implement hotfixes in a controlled and efficient manner
• Propose and implement optimizations for the platform and its components
• Maintain constant and clear communication with both technical and non-technical teams
• Participate in ticket and incident management using Jira
• Collaborate in an agile environment with a focus on continuous improvement

Technical Requirements (Hard Skills):

• English proficiency (written and spoken)
• Programming in Java with Spring Boot
• Hands-on exposure to Salesforce Commerce Cloud (SFCC) or IBM Sterling Order Management, including the Customer Care Console (CCC) - Good to Have (Not Mandatory )
• Proficiency in Oracle and MongoDB databases
• Solid knowledge of Unix/Linux systems
• Experience in log analysis, debugging, and monitoring tools
• Familiarity with agile methodologies (Scrum)
• Proficiency with tools such as Jira and version control systems (Git)

Soft Skills:

• English proficiency is required due to frequent communication with English-speaking vendors and partners
• Critical thinking and analysis to identify root causes of problems
• Problem-solving under pressure and in critical situations
• High adaptability and willingness to work outside standard hours when needed
• Clear and effective written and verbal communication
• Ability to communicate technical findings to non-technical audiences, conveying the right message in an understandable way
• Proactiveness in proposing improvements and anticipating potential issues
• Strong sense of responsibility, commitment, and teamwork

Nice to Have:

• Previous experience in AMS support or high-availability environments
• Knowledge of CI/CD tools
• Certifications in SFCC, IBM Sterling, or agile methodologies