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Metro location, common L2 support title, broad platform skills and integration expertise increase applicant density.
Requires niche e-commerce platform expertise (Akeneo and SFCC) making cross-industry transferability low.
Explicit platform mandates (Akeneo, SFCC), on-call requirement and minimum years make shortlisting highly strict.
Own L2 support for Akeneo PIM and Salesforce B2C Commerce (SFCC), performing hands-on troubleshooting of data issues from PIM contribution through storefront data reflection.
Conduct root cause analysis and manage escalation for complex technical incidents, ensuring resolution within SLA including participation in 24/7 rotational on-call support.
Document issues and resolutions, collaborate with development, QA, DevOps and client teams, and lead war room sessions during critical outages.
3+ years of hands-on IT/technical support experience (6+ years mentioned in detailed section, use candidate’s experience to match level).
Proven hands-on troubleshooting experience in Akeneo PIM (catalog management, data enrichment, export/import failures).
Proven hands-on troubleshooting experience in Salesforce B2C Commerce (catalog sync, storefront data reflection issues).
Willingness and ability to work 24/7 rotational or on-call shifts.
Experienced in end-to-end data flow tracing and troubleshooting across PIM, middleware/integration, and storefront systems.
Strong analytical, root cause analysis skills with capability to lead incident resolution and war room efforts during critical situations.
Comfortable working independently in high-pressure, rotational support environments with direct client communication and cross-functional collaboration.