L1 Support Engineer - SFCC

Description :

About the job :

Job Title : L1 Support Engineer SFCC

Delivery - Full Time - 3+ years

No. of positions : Offshore - 1

Location : Bangalore - India

Work Schedule : Full-time, with occasional availability required outside standard hours

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)

- 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