Technical Support Engineer

• The Technical Support Engineer will provide support for the global Client’s Commerce Cloud customer base.
• Key elements of the role involve handling technical application and infrastructure issues and ensuring our customers are set-up for success.
• You will take ownership of high priority customer issues while working with the extended Client’s Support and Engineering teams.
• Team members will be required to thoroughly solve and document customer cases to ensure effective problem and preventative case management.
• The objective of this group is to create memorable customer experiences for our customers resulting in them being wildly successful using our products.

What you’ll do:

• First point of contact for customer concerns relating to technical issues with the Magento E-commerce application.
• Customer advocate and represent their needs with internal product and engineering teams.
• Provide timely response/resolution to technical, product and cloud infrastructure inquires.
• Provides resolutions within established Service Level Agreement Guidelines.
• Trouble-shoot/qualify cases before advancing it to engineering.
• Answer questions regarding product functionality and usage.
• Work high priority technical incidents and critical outages.
• Product content creation (KB articles, whitepapers, forum participation).
• Provide knowledge transfer sessions to help reduce critical issues into client’s.

• 5+ years of experience in an enterprise software or cloud support environment.
• Understanding of modern web technologies and relationships between them
• Linux, Apache, MySQL, PHP, NGINX, Redis, DNS, CDN and SSL.
• Experience troubleshooting web application and performance issues.
• Ability to analyze/extrapolate issues via logs and other sources of information to provide infrastructure and application teams a good starting point for in depth reviews.
• Strong knowledge of the Linux command line.
• Relational database skills: Familiarity with MySQL and database queries.
• Familiarity with programming/scripting languages such as PHP, Node.js, Perl, Java and Python.
• Familiarity of Magento Commerce, or any other eCommerce Platforms (Support, Site Development or QA role).
• Strong organizational and time management skills including multi-tasking and prioritizing job duties.
• Proficient in technical problem-solving methodologies.
• Ability to adapt and change in a dynamic environment.
• Excellent (oral and written) communication skills in English.
• Available for on-call rotation, work off hours, holiday and weekend hours as required.