Job Description: L1 Support Engineer
Position: L1 Support Engineer
Location: Onsite-Mexico - Guadalajara
Employment Type: Full-time
Job Summary
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
