E-Commerce Platform Support Operations Specialist

• Serve as the primary responder for platform issues reported via Jira, ensuring rapid assessment and routing
• Diagnose and resolve complex bugs within the SAP Hybris and AEM ecosystem, managing integrations with third-party providers
• Proactively track order lifecycles and payment flows to catch and fix stuck transactions or system bottlenecks
• Facilitate critical commerce tasks, including payment reversals, order cancellations, and data privacy compliance
• Coordinate with logistics, payment gateways, and Customer Care to bridge the gap between technical issues and customer satisfaction
• Participate in Root Cause Analysis (RCA) to eliminate recurring glitches and bolster platform uptime
• Standardize support workflows by authoring technical runbooks and internal documentation
• Translate technical trends into actionable insights for stakeholders to refine the end-to-end customer journey

• Proven track record in technical support or e-commerce operations, with a deep understanding of end-to-end order lifecycles (experience with SAP Hybris is highly preferred)
• Skilled in methodical troubleshooting and log analysis to identify and resolve root causes
• Practical knowledge of payment gateway integrations, transaction flows, and complex refund/order management scenarios
• Adept at using industry-standard tools like Jira for issue tracking and Confluence for documentation
• familiarity with Sprinklr is an asset
• Ability to act as a translator between technical teams and business stakeholders, ensuring clarity and alignment
• Highly detail-oriented with a focus on problem-solving and data-driven decision-making
• Advanced proficiency in Microsoft Office, specifically Excel, for data analysis and reporting

familiarity with Sprinklr

• Medical healthcare
• Working remotely
• Complete equipment (laptop, telephone)