Support Engineer

KogniVera; Región Centro; On-site; MXN 334,800 - 502,200; Full time

Job summary

KogniVera in Mexico, Jalisco is seeking an L1 Support Engineer to provide first-line support for eCommerce applications. This role involves monitoring systems, handling incidents, and performing troubleshooting to ensure platform stability.

The ideal candidate should have proficiency in Java, Salesforce Commerce Cloud, and strong communication skills to coordinate with various teams for timely issue resolution.

Qualifications

• English proficiency (written and spoken) is essential.
• Previous experience with e-commerce applications is preferred.
• Strong analytical and problem-solving skills.

Responsibilities

• Analyze and diagnose technical issues in the e-commerce application.
• Identify root causes of issues in code, configuration, or infrastructure.
• Develop and implement hotfixes efficiently.
• Maintain clear communication with technical and non-technical teams.
• Participate in incident management using Jira.

Skills

English proficiency

Programming in Java with Spring Boot

Hands-on exposure to Salesforce Commerce Cloud (SFCC)

Proficiency in Oracle and MongoDB databases

Solid knowledge of Unix/Linux systems

Experience in log analysis

Familiarity with agile methodologies

Proficiency with Jira and version control systems

Tools

Jira

Version control systems (Git)

Job description

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
• otHands-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
• esSolid knowledge of Unix/Linux syste
• msExperience in log analysis, debugging, and monitoring too
• lsFamiliarity 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
• ersCritical thinking and analysis to identify root causes of probl
• emsProblem-solving under pressure and in critical situati
• onsHigh adaptability and willingness to work outside standard hours when nee
• dedClear and effective written and verbal communicat
• ionAbility to communicate technical findings to non-technical audiences, conveying the right message in an understandable
• wayProactiveness in proposing improvements and anticipating potential iss
• uesStrong sense of responsibility, commitment, and teamw

Nice to H

• ave:Previous experience in AMS support or high-availability environm
• entsKnowledge of CI/CD t
• oolsCertifications in SFCC, IBM Sterling, or agile methodolo