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

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📌 Support Engineer (Centro)
🏢 KogniVera
📍 Centro