Operations and Support Engineer

As an Operations Support Engineer, your primary role will involve working closely with the account technical teams and management to ensure the smooth operation of client's ecommerce services. Your responsibilities will include: - Performing daily checks and various support tasks within the support team - Investigating incidents, identifying root causes, and ensuring their resolution - Taking a proactive approach to incidents and problems - Keeping customers updated and managing tickets effectively - Consulting with surrounding support teams and escalating issues to Subject Matter Experts (SMEs) when necessary - Addressing ad-hoc queries and running reports as required - Demonstrating ownership towards customers and within the team - Monitoring data interfaces and scheduled jobs to resolve issues and ensure smooth system operations - Engaging in scheduled work for system upgrades and deployments You will also be required to participate in an on-call rota to address issues outside of regular working hours. Qualifications and Skills we are looking for in you: - Experience with the Salesforce suite of products, with Commerce Cloud expertise being advantageous - Strong Unix experience (UNIX, SOLARIS AIX, LINUX, Windows) and Unix scripting skills (e.g., perl and bash) - Proficiency in Observability and AWS - Extensive troubleshooting experience and exposure to Java and SQL - Understanding of MySQL, SQL querying, frontend troubleshooting (e.g., JS and CSS), and tools like Jenkins, terraform, Kubernetes, Git, and Docker - Familiarity with ITIL or Agile Service Management frameworks - Ability to drive continuous improvement and adopt a data-driven approach - Excellent communication, customer service, time management, and multitasking skills - Strong commitment to delivery and a collaborative team player Additionally, if you have experience with any of the following, it would be beneficial: - Ecommerce platforms such as HCL Web Commerce v9+, Magento 2, Shopify, Big Commerce - Familiarity with FTP/SCP and ITIL incident and problem management This role offers an opportunity to work in a dynamic environment where you can apply your technical skills and contribute to the success of the clients' ecommerce services. As an Operations Support Engineer, your primary role will involve working closely with the account technical teams and management to ensure the smooth operation of client's ecommerce services. Your responsibilities will include: - Performing daily checks and various support tasks within the support team - Investigating incidents, identifying root causes, and ensuring their resolution - Taking a proactive approach to incidents and problems - Keeping customers updated and managing tickets effectively - Consulting with surrounding support teams and escalating issues to Subject Matter Experts (SMEs) when necessary - Addressing ad-hoc queries and running reports as required - Demonstrating ownership towards customers and within the team - Monitoring data interfaces and scheduled jobs to resolve issues and ensure smooth system operations - Engaging in scheduled work for system upgrades and deployments You will also be required to participate in an on-call rota to address issues outside of regular working hours. Qualifications and Skills we are looking for in you: - Experience with the Salesforce suite of products, with Commerce Cloud expertise being advantageous - Strong Unix experience (UNIX, SOLARIS AIX, LINUX, Windows) and Unix scripting skills (e.g., perl and bash) - Proficiency in Observability and AWS - Extensive troubleshooting experience and exposure to Java and SQL - Understanding of MySQL, SQL querying, frontend troubleshooting (e.g., JS and CSS), and tools like Jenkins, terraform, Kubernetes, Git, and Docker - Familiarity with ITIL or Agile Service Management frameworks - Ability to drive continuous improvement and adopt a data-driven approach - Excellent communication, customer service, time management, and multitasking skills - Strong commitment to delivery and a collaborative team player Additionally, if you have experience with any of the following, it would be beneficial: - Ecommerce platforms such as HCL Web Commerce v9+, Magento 2, Shopify, Big Commerce - Familiarity with FTP/SCP and ITIL incident and problem management This role offers an opportunity to work in a dynamic environment where you can apply your technical skills and contribute to the success of the clients' ecommerce services.