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 inquiry.
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 into Adobe.
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 top 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.
