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 application

sIdentify root causes of issues, whether in code, configuration, or infrastructur
eDevelop and implement hotfixes in a controlled and efficient manne
rPropose and implement optimizations for the platform and its component
sMaintain constant and clear communication with both technical and non-technical team
sParticipate in ticket and incident management using Jir

aCollaborate in an agile environment with a focus on continuous improvemen

Technical Requirements (Hard Skills)

- English proficiency (written and spoke

n)Programming in Java with Spring Bo
ot 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 databas
es Solid knowledge of Unix/Linux syste
ms Experience in log analysis, debugging, and monitoring too
ls Familiarity with agile methodologies (Scru

m)Proficiency with tools such as Jira and version control systems (Gi

Soft Skil

ls: English proficiency is required due to frequent communication with English-speaking vendors and partn
ers Critical thinking and analysis to identify root causes of probl
ems Problem-solving under pressure and in critical situati
ons High adaptability and willingness to work outside standard hours when nee
ded Clear and effective written and verbal communicat
ion Ability to communicate technical findings to non-technical audiences, conveying the right message in an understandable
way Proactiveness in proposing improvements and anticipating potential iss

ues Strong sense of responsibility, commitment, and teamw

Nice to H

ave: Previous experience in AMS support or high-availability environm
ents Knowledge of CI/CD t

ools Certifications in SFCC, IBM Sterling, or agile methodolo

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📌 Support Engineer (Guadalajara)
🏢 KogniVera
📍 Guadalajara