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As an SFCC-L2 Support Agent, you are passionate about experience innovation and eager to push the boundaries of what’s possible. You bring 4+ years of experience, a growth mindset and a drive to make a lasting impact.
Job Responsibility:
Monitoring: Regular monitoring of the production platform and report on the health of the applications
Ticket Management: Manage day-to-day tickets received in the support queue
Initial analysis of the tickets, apply work around, problem linkage, and right escalation to L3 for further analysis if required
Maintain acknowledgement and closure SLAs with right prioritization of the tickets
Maintain the quality of ticket resolution
Communication: Effective communication within the team and with the customers
Excellent written and oral communications
Documentation: Effective utilization of training and documents
Creation/modification of documents based on the needs/requirements
Requirements:
4 years of experience in support activities on handling the L2 incidents and monitoring health of production platforms
In-depth knowledge and troubleshooting skills
Expertise on SFB2C, Order Management system and ITIL process on incidents
Understanding end-to-end e-commerce workflow
Hands-on experience with support tools (Service Now, Dynatrace, Grafana, Kibana, Open Search, Mulesoft)
Monitoring SFTP batch jobs and system alerts
Nice to have:
Experienced in Agile methodologies and consulting (a plus)
What we offer:
Flexibility, with hybrid work options (country-dependent)
Learning and development, with access to cutting-edge tools, training and industry experts