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 e commerce 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 mongo db 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 (Jalisco)
🏢 KogniVera
📍 Jalisco