Commerce Platform Support Lead

ArivoMind LLC; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

ArivoMind LLC is seeking a Commerce Platform Support Lead to manage day-to-day administration, configuration, monitoring, and support of enterprise e-commerce platforms. You will ensure stability, security, and efficiency of B2B commerce, including ERP integrations and data workflows.

In this role you will handle production support (L2/L3), coordinate with vendors and internal teams, perform root-cause analysis, and contribute to change management and runbooks, while enabling business users and

Qualifications

• 5+ years supporting ERP-integrated e-commerce or core business apps.
• Strong understanding of e-commerce administration and security.
• Proven troubleshooting in production incidents and data flows.
• Knowledge of B2B e-commerce processes and pricing workflows.
• Experience with configuration changes, testing, and documentation.

Responsibilities

• Administer and support e-commerce environments, users, roles, and storefront configurations.
• Monitor platform health, integrations, and data sync; coordinate resolutions.
• Provide L2/L3 production support for access, content, catalogs, pricing, and orders.
• Troubleshoot integrations across ERP, APIs, and middleware.
• Perform root-cause analysis and drive corrective actions to closure.
• Execute routine configuration changes per change-management processes.
• Support integration and regression testing for platform updates.
• Maintain data stewardship for customer, product, and catalog data.
• Assist with pricing, discounts, and trade agreements as needed.
• Coordinate vendor & partner support and maintain runbooks.

Skills

ERP integration

E-commerce admin

Production support

APIs & OData

Root-cause analysis

Education

Bachelor’s Degree in CS/IS/Engineering/Business

Tools

Microsoft ERP

Job description

Location: Charlotte, NC (Remote-working)

Workplace Type: Remote

Department: IT

Job Overview

The Commerce Platform Support Lead is responsible for the day‑to‑day administration, configuration, monitoring, maintenance, and support of enterprise e-commerce platforms. This hands‑on role combines functional and technical expertise to keep B2B commerce solutions stable, secure, and effective, including core integrations with enterprise resource planning (ERP) systems and related services.

You will provide ongoing production support for e-commerce operations, user access, catalogs, customer and product data, ordering workflows, integrations, and pricing structures. Working closely with business stakeholders, IT support teams, ERP specialists, vendor support, and external partners, you will investigate issues, coordinate fixes, execute routine changes, and maintain high reliability across all supported environments.

Responsibilities

• Administration & Configuration: Administer and support e-commerce environments, global settings, users, roles, permissions, storefront configurations, and operational processes.
• Monitoring & Health: Monitor platform health, scheduled processes, system integrations, and data synchronization; investigate failures and coordinate timely resolution.
• Production Support (L2/L3): Provide comprehensive production support for issues involving user access, product content, catalogs, customer accounts, pricing, inventory availability, checkout, order submission, and order status.
• Integration Troubleshooting: Troubleshoot functional and technical issues across e-commerce platforms, ERP systems, APIs, OData, middleware, and related applications.
• Root-Cause Analysis: Perform root-cause analysis, document findings, apply or coordinate corrective actions, and track incidents through to formal closure.
• Change Management: Execute routine configuration changes and minor enhancements in accordance with structured change-management and release processes.
• Testing Support: Support integration and regression testing for platform updates, bug fixes, configuration adjustments, and dependent-system releases.
• Data Stewardship: Maintain customer, product, catalog, content, and commerce configurations in active partnership with business data owners.
• Pricing & Discount Support: Support complex customer-specific pricing, trade agreements, and discount scenarios across e-commerce, ERP, and specialized pricing modules where applicable.
• Vendor & Partner Coordination: Coordinate support cases and escalations with software vendors, Microsoft ecosystem partners, integration consultants, and internal technical teams.
• Documentation & Runbooks: Maintain up-to-date platform documentation, configuration records, knowledge articles, operational runbooks, and known-error repositories.
• User Enablement: Assist business users with platform questions, issue reproduction, functional training, and the adoption of supported commerce capabilities.
• Operational Reporting: Provide operational status updates, incident trends, risk assessments, and support metrics to application owners and relevant leadership stakeholders.

Required Skills & Qualifications

• 5+ years of experience supporting ERP-integrated e-commerce or core business applications, including hands‑on administration of enterprise B2B e-commerce platforms.
• Strong functional and technical understanding of e-commerce platform administration, security frameworks, catalog management, customer accounts, ordering workflows, and production operations.
• Proven troubleshooting expertise in managing production incidents, resolving integration and data flow issues, executing root‑cause analysis, and coordinating cross‑functional resolutions with internal teams and external vendors.
• Deep working knowledge of B2B e-commerce processes, encompassing product/customer data synchronization, role‑based access control, dynamic pricing, inventory allocation, checkout pipelines, and customer service workflows.
• Structured execution capabilities for managing configuration changes, validation testing, release support, technical documentation, and rigorous operational controls.
• Experience with Microsoft ERP environments, particularly integration touchpoints for customer records, product catalogs, inventory levels, pricing matrices, and sales order orchestration.
• Technical familiarity with APIs, OData protocols, integration monitoring tools, data mappings, authentication standards, and enterprise middleware.
• Experience supporting complex pricing models, promotional discounts, trade agreements, or advanced rebate management solutions.
• Familiarity with advanced pricing/rebate ISV modules, Power Platform, Azure cloud services, or enterprise application monitoring tools.

Education & Certifications

• Bachelor’s Degree in Computer Science, Information Systems, Engineering, Business, or a related field, or equivalent practical experience.
• Platform administrator training, certifications, or demonstrated equivalent hands‑on platform experience.
• Relevant ERP functional or technical certifications are highly desirable.
• Professional training or certifications in IT service management (ITSM), application support, cloud environments, or integration frameworks are a strong plus.
• Reliable day‑to‑day administration and support of core e-commerce platforms, including user access, structural configuration, catalogs, customer accounts, order processing, and system integrations.
• Timely incident resolution, comprehensive root‑cause documentation, ownership of support cases, and proactive escalation of defects or recurring problems.
• Accurate platform documentation, operational runbooks, knowledge base articles, test evidence, configuration logs, and performance reports.

Outcomes

• Stable, secure, and highly supportable e-commerce operations backed by proactive monitoring and controlled change management.
• Minimized business disruption through responsive issue handling, precise troubleshooting, and the prevention of repeat incidents.
• Seamless operational collaboration among e-commerce users, IT support groups, ERP teams, software vendors, and integration partners.

Core Skill Sets

#B2BEcommerce #ERPIntegration #PlatformAdministration #ProductionSupport #RootCauseAnalysis #SystemIntegration

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. All employment decisions are based on business needs, job requirements, and individual qualifications.