Job Title: Salesforce Commerce Cloud (SFCC) L2 Support Engineer
Location: New Jersey (Onsite / Hybrid as per client requirement)
Duration: 12+ Months
Experience Required: 10+ Years
Job Summary
We are seeking an experienced Salesforce Commerce Cloud (SFCC) L2 Support Engineer with strong expertise in Salesforce Commerce Cloud, React.js, Node.js, production support, incident management, and eCommerce application monitoring. The ideal candidate will provide enterprise-level L2 application support, incident troubleshooting, performance monitoring, and client-facing operational reporting for digital commerce platforms.
This role requires strong production support expertise within modern eCommerce ecosystems.
Key Responsibilities
Application Support & Incident Management
- Provide L2 production support for Salesforce Commerce Cloud (SFCC) applications
- Manage:
- Incident resolution
- Service requests
- Production issue triage
- SLA-driven support workflows
- Track and manage incidents using:
- ServiceNow
- JIRA
- ITSM platforms
- Support full ticket lifecycle management from issue intake through resolution
Troubleshooting & Root Cause Analysis
- Troubleshoot issues across:
- Salesforce Commerce Cloud
- React.js frontend applications
- Node.js backend services
- Integrated enterprise systems
- Perform:
- Root cause analysis
- Production issue diagnosis
- Technical problem investigation
- Recommend fixes and collaborate with development teams for permanent resolution
Monitoring & Performance Management
- Monitor application health and performance using:
- Splunk
- Blue Triangle
- Similar observability / APM tools
- Support:
- Performance monitoring
- Site stability analysis
- Customer experience improvements
Digital Commerce Platform Support
- Support modern commerce delivery ecosystems involving:
- PWA frameworks
- Vercel deployments
- Akamai CDN environments
- Assist in troubleshooting site performance, deployment, and delivery issues
Client Communication & Reporting
- Prepare and deliver:
- Daily operational reports
- Incident summaries
- Client-facing status updates
- Communicate clearly with business and client stakeholders
Continuous Improvement
- Collaborate with:
- Development teams
- Support teams
- Infrastructure teams
- Client stakeholders
- Identify opportunities to improve:
- Application stability
- Support efficiency
- Customer experience
Required Skills & Qualifications
Core Technical Skills
Strong hands-on experience in:
- Salesforce Commerce Cloud (SFCC) (mandatory)
- SFCC architecture
- SFCC pipelines
- React.js
- Node.js
Production Support / ITSM
Strong experience with:
- L2 application support
- Incident management
- ITSM processes
- SLA-based support environments
- Ticket lifecycle management
Tools:
- ServiceNow
- JIRA
Monitoring & Observability
Experience with:
- Splunk
- Blue Triangle
- Application monitoring platforms
Troubleshooting Skills
Strong expertise in:
- Root cause analysis
- Application debugging
- Cross-platform issue diagnosis
Preferred / Nice-to-Have Skills
- PWA frameworks
- Vercel
- Akamai CDN
- eCommerce performance optimization
Soft Skills
- Strong verbal and written communication skills
- Client-facing communication experience
- Strong analytical and troubleshooting mindset
- Ability to work in rotational shifts
Key Skills
- Salesforce Commerce Cloud (SFCC)
- React.js
- Node.js
- ServiceNow
- JIRA
- Splunk
- Blue Triangle
- Akamai
- Vercel
- L2 Production Support
Thanks & Regards
Ishita Bali
Novia Infotech LLC
4421 Avenida Ln, McKinney, TX 75070
Email: ishita.b@noviainfotech.com
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