Commerce Application Support

The Application Support Engineer is responsible for troubleshooting, resolving customer queries, recommending solutions, and providing a full debugging cycle resolution. As a member of the Managed Services Team should be an excellent communicator who’s able to earn our clients’ trust.

Responsibilities

• Gather, commit and persevere information or data for analysis from the client;

• Coordinate with developers and project teams to ensure the timely resolution of incidents, uphold strict customer service standards and drive customer satisfaction;

• Manage customers as the main point of contact, provide customers with status reports in a thorough and timely manner;

• Organize releases and act independently on all stages;

• Triage the issues and conduct incident analyses, proactively manage incidents within and exceeding SLA;

• Lead P1 and P2 issues through the execution;

• Record & track incident information in Jira;

• Provide IT support to the business;

• Create and maintain internal wiki content;

• Monitor and diagnose New Relic alerts;

• Prepare Quarterly Reviews;

• Provide assistance to more junior team members.

Qualifications

• You have at least 2 years of experience as a Technical Solutions Engineer or equivalent experience

• Full working proficiency in English both written and verbal

• Solid knowledge of Zabbix, Newrelic, Graylog

• Good knowledge of SQL, PHP, HTML

• Basic understanding of Solr, Elasticsearch

• Cache technologies

• Understanding of DNS and SSL

• SEO

• JIRA, Confluence/KB

• AWS

• Experience working according to SLA’s

• University Degree or equivalent in IT

• Magento certification is desirable

• ITIL knowledge is desirable

• SLI/Section.IO is a plus