Technical Support Engineer

The Opportunity : The Technical Support Engineer will provide support for the global Commerce Cloud customer base. Key elements of the role involve handling technical application and infrastructure issues and ensuring our customers are set-up for success. You will take ownership of high priority customer issues while working with the extended Support and Engineering teams. Team members will be required to thoroughly solve and document customer cases to ensure effective problem and preventative case management. The objective of this group is to create memorable customer experiences for our customers resulting in them being wildly successful using our products. What you'll do : First point of contact for customer concerns relating to technical issues with the Magento E-commerce application. Customer advocate and represent their needs with internal product and engineering teams. Provide timely response / resolution to technical, product and cloud infrastructure inquires. Provides resolutions within established Service Level Agreement Guidelines. Trouble-shoot / qualify cases before advancing it to engineering. Answer questions regarding product functionality and usage. Work high priority technical incidents and critical outages. Product content creation (KB articles, whitepapers, forum participation). Provide knowledge transfer sessions to help reduce critical issues. What you need to succeed : 2+ years of experience in an enterprise software or cloud support environment. Excellent (oral and written) communication skills in English. Strong knowledge of Linux command line. Familiarity with Apache, NGINX, Redis, DNS, CDN and SSL. Atleast 2+ year understanding. Working experience with Magento Commerce Cloud is preferred . Relational database skills : Deep expertise in MySQL and database queries. Familiarity with programming / scripting languages such as Node.js, Perl, Java and Python. Understanding of modern web technologies and relationships between them Experience troubleshooting web application and performance issues. Ability to analyze / extrapolate issues via logs and other sources of information to the infrastructure and application teams a good starting point for in depth reviews. Strong organizational and time management skills including multi-tasking and job duties. Proficient in technical problem-solving methodologies. Ability to adapt and change in a dynamic environment. High patience and pacifying skill to handle difficult as well as escalated customers. be able to effectively display, Empathy, helpfulness and transparency in interactions. Available for on-call rotation, work off hours, holiday and weekend hours as required. Understand the issue's business impact, report top call generators, severe issues, ne emerging trends, feature requests and common how- to questions