Ecommerce Support & Monitoring Senior Specialist

· Provide technical assistance and support to end-users, internal teams, and guests regarding ecommerce systems, platforms, and functionalities. · Troubleshoot and resolve technical issues, such as system errors, bugs, and performance bottlenecks, to ensure the smooth operation of ecommerce systems and minimize downtime. · Handle and prioritize incoming support requests and incidents, ensuring timely resolution and effective communication with stakeholders regarding issue status and updates. · Perform routine maintenance tasks, including system updates, patches, and configuration changes, to maintain the integrity and security of the ecommerce infrastructure. · Create and maintain technical documentation, knowledge base articles, and troubleshooting guides to facilitate efficient issue resolution and enhance team productivity. · Collaborate with developers, QA engineers, project managers, and other stakeholders to address complex technical issues, implement system enhancements, and ensure platform stability. · Monitor system performance, analyze metrics, and proactively identify opportunities for optimization, scalability, and improved user experience. · Actively participate in incident management process, ensure incidents are documented and root cause analyses provided · Prepare executive reports for applications support. · Stay updated with emerging technologies, industry trends, and ecommerce best practices to suggest and implement improvements in support processes and system functionality. Requirements · 1 - 3 years of experience in applications support with deep understanding of the support processes. · Familiar with ecommerce systems, platforms, and technologies such as CMS platforms (e.g., Magento), order management systems, payment gateways, and APIs. · Ability to analyze and resolve technical issues efficiently, utilizing effective troubleshooting techniques and problem-solving skills. · Experience in performing routine system maintenance tasks, including updates, patches, and configuration changes, to ensure optimal performance and security. · Excellent communication skills to effectively interact with end-users, internal teams, and guests, providing clear and concise technical explanations and solutions. · Familiarity with incident management processes, including incident prioritization, tracking, and timely resolution, to ensure effective handling of support requests. · Experience in monitoring system performance, analyzing metrics, and proactively identifying areas for optimization and improvement. · Familiar with monitoring tools (e.g. Newrelic) and building dashboards, setting KPIs for proactive monitoring.