L2 Application Support Engineer

Programmers.io; Springfield (IL); On-site; USD 65,000 - 95,000; Full time

Job summary

Programmers.io is seeking an experienced L2 Application Support Engineer to provide operational support for WebSphere Commerce Suite (WCS) 8.x. The role focuses on troubleshooting, proactive monitoring, and incident response to ensure platform performance and availability.

Responsibilities include incident management, log analysis, cache and data sync tasks, and coordination with deployment teams. Requires 3–5 years in support, WCS 8.x experience, and strong Unix, DB, and web tech knowledge.

Qualifications

• 3-5 years in application support or technical support roles.
• 2+ years hands-on experience with WebSphere Commerce Suite (WCS) 8.x or similar e-commerce platforms.
• Experience with database technologies (DB2, Oracle, SQL Server) and basic SQL skills.
• Basic knowledge of Linux/Unix systems and command line operations.
• Knowledge of web technologies (HTTP/HTTPS, load balancers, web servers).
• Experience with monitoring tools such as AppDynamics, Dynatrace or similar APM solutions.

Responsibilities

• Respond to production incidents and alerts within defined SLA timeframes.
• Perform initial analysis for application performance and functionality issues.
• Troubleshoot order processing failures, payment gateway issues, and checkout problems.
• Investigate and resolve cache-related issues affecting product data and pricing.
• Analyze application logs to identify patterns and resolve recurring issues.
• Coordinate incident response activities and communicate status to stakeholders.
• Monitor WCS application health using monitoring tools (AppDynamics, Dynatrace, Nagios, etc.).
• Track key performance metrics including response times, throughput, and error rates.
• Respond to capacity and performance alerts during peak traffic periods.
• Monitor scheduled jobs and batch processes for completion and performance.
• Perform proactive health checks and system validation procedures.
• Execute service restart and recovery procedures for WCS components.
• Perform cache invalidation and product data refresh operations.
• Monitor and troubleshoot feed file processing and data integration workflows.
• Manage WCS scheduler and batch job monitoring and recovery.
• Execute routine maintenance tasks including log rotation and cleanup.
• Coordinate with deployment teams during application releases.
• Perform basic database health checks and connectivity validation.
• Monitor database performance metrics and connection pool usage.
• Troubleshoot integration issues with external systems (ERP, payment gateways, OMS).
• Investigate data synchronization issues between WCS and upstream systems.
• Escalate complex database issues to DBA teams with appropriate diagnostics.
• Maintain incident logs and resolution documentation.
• Update runbooks and standard operating procedures based on lessons learned.
• Contribute to knowledge base articles for common issues and resolutions.
• Document new procedures and troubleshooting steps for team knowledge sharing.
• Participate in post-incident reviews and continuous improvement initiatives.

Skills

3-5 years experience

WCS 8.x experience

DB2/Oracle/SQL Server

Linux/Unix basics

Web tech (HTTP/HTTPS, load balancers)

APM tools (AppDynamics, Dynatrace)

Tools

IBM Websphere

AppDynamics

Dynatrace

Nagios

Job description

L2 Application Support Engineer - WebSphere Commerce Suite 8.x Job Summary We are seeking an experienced L2 Application Support Engineer to provide operational support for our mission-critical WebSphere Commerce Suite (WCS) 8.x e-commerce platform. This role requires strong troubleshooting skills, proactive monitoring and incident response capabilities to ensure optimal performance and availability of our online commerce systems.

• Database Technology
• IBM Websphere
• Application Server Deployment & Administration Unix / Linux Basics and Commands Service Management

Required Qualifications

Technical Skills

• 3-5 years of experience in application support or technical support roles
• 2+ years hands‑on experience with WebSphere Commerce Suite (WCS) 8.x or similar e‑commerce platforms
• Experience with database technologies (DB2, Oracle, SQL Server) and basic SQL skills
• Basic knowledge of Linux/Unix systems and command line operations
• Knowledge of web technologies (HTTP/HTTPS, load balancers, web servers)
• Experience with monitoring tools such as AppDynamics, Dynatrace or similar APM solutions

Application Support Experience

• Proven experience troubleshooting e‑commerce application issues including but not limited to:
• Order processing and payment gateway failures
• Shopping cart and session management problems
• Product catalog and inventory synchronization issues
• Cache invalidation and performance optimization
• Experience with scheduled job monitoring and batch process management
• Knowledge of feed file processing and data integration workflows
• Understanding of multi‑tier application architectures and component interactions

Operational Skills

• Experience with incident response and issue resolution
• Knowledge of ITIL processes including incident, problem, and change management
• Ability to work in 24x7 shift‑based support environment
• Experience with escalation procedures and vendor support coordination

Key Responsibilities

• Respond to production incidents and alerts within defined SLA timeframes
• Perform initial analysis for application performance and functionality issues
• Troubleshoot order processing failures, payment gateway issues, and checkout problems
• Investigate and resolve cache‑related issues affecting product data and pricing
• Analyze application logs to identify patterns and resolve recurring issues
• Coordinate incident response activities and communicate status to stakeholders

Monitoring & Performance Management

• Monitor WCS application health using monitoring tools (AppDynamics, Dynatrace, Nagios, etc.)
• Track key performance metrics including response times, throughput, and error rates
• Respond to capacity and performance alerts during peak traffic periods
• Monitor scheduled jobs and batch processes for completion and performance
• Perform proactive health checks and system validation procedures

Application Operations

• Execute service restart and recovery procedures for WCS components
• Perform cache invalidation and product data refresh operations
• Monitor and troubleshoot feed file processing and data integration workflows
• Manage WCS scheduler and batch job monitoring and recovery
• Execute routine maintenance tasks including log rotation and cleanup
• Coordinate with deployment teams during application releases

Database Support & Integration

• Perform basic database health checks and connectivity validation
• Monitor database performance metrics and connection pool usage
• Troubleshoot integration issues with external systems (ERP, payment gateways, OMS)
• Investigate data synchronization issues between WCS and upstream systems
• Escalate complex database issues to DBA teams with appropriate diagnostics

Documentation & Knowledge Management

• Maintain incident logs and resolution documentation
• Update runbooks and standard operating procedures based on lessons learned
• Contribute to knowledge base articles for common issues and resolutions
• Document new procedures and troubleshooting steps for team knowledge sharing
• Participate in post‑incident reviews and continuous improvement initiatives