Key Responsibilities:
- Act as the first point of contact for technical issues related to Magento e-commerce.
- Troubleshoot and resolve product/cloud/infrastructure issues within SLA timelines.
- Escalate complex issues to Engineering with detailed analysis.
- Handle high-priority incidents and outages.
- Create knowledge base content (KBs, whitepapers, forums).
- Collaborate with internal teams and advocate for customer needs.
- Provide knowledge transfers to reduce recurring issues.
What You Need to Succeed:
- 2+ years in enterprise software or cloud support.
- Strong communication skills (oral & written).
- Solid Linux command line experience.
- Familiar with: Apache, NGINX, Redis, DNS, CDN, SSL.
- MySQL expertise and ability to write/understand queries.
- Basic scripting/programming: Node.js, Perl, Java, Python.
- Understanding of modern web technologies.
- Experience troubleshooting web app performance issues.
- Analytical with ability to trace issues via logs/infrastructure signals.
- Highly organized, adaptable, and calm under pressure.
- Willing to work in on-call rotation and non-standard hours.
