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
#J-*****-Ljbffr

📌 Support Engineer (Jalisco)
🏢 KogniVera
📍 Jalisco