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Senior Support Engineer, Omni Channel

Company: myGwork
Location: Antioch
Posted on: November 19, 2022

Job Description:

Senior Support Engineer, Omni Channel VF Corporation outfits consumers around the world with its diverse portfolio of iconic outdoor and activity-based lifestyle and workwear brands (Vans, The North Face, Timberland, Dickies, SmartWool, etc.). We are looking for a highly motivated individual with previous production support experience to join our Global Digital Operations Technology team in support of our brands eCommerce websites as a full-time Sr. Support Engineer, a position that offers many opportunities for learning and growth. The successful candidate will play a key role working closely with Architecture, Operations, Engineering, and Business team members to provide excellent support of applications (e.g., Omni Channel, OKTA, ELK monitoring, MuleSofts Anypoint Platform, Salesforce Commerce Cloud) in and out of our eCommerce platforms. Primary Responsibilities

  • Learn and understand applications and their interactions with each other.
  • Provide Level 2/3 support of 3rd-party API integrations and applications: triage, impact assessment, issue prioritization, troubleshooting and in-depth analysis, issue resolution.
  • Work directly with brand/business partners to resolve website/application configuration-related issues.
  • Configure and optimize alerts across multiple platforms.
  • Collaborate with other teams to improve system reliability, performance, and reduce downtime.
  • Automate and optimize support processes wherever possible.
  • Document processes, create runbooks and how-to guides.
    • Advocate best practices for improved site stability amongst other teams.
    • Provide on-call production support as needed. Basic Qualifications
      • Typically requires 3-5+ years experience in a customer-facing technical support role (Cloud/SaaS or eCommerce preferred) and bachelors degree in computer science. Additional related technical experience may be substituted in lieu of education.
      • Prior experience in Level 1 or Level 2 support roles (preferably customer facing).
        • Experience creating/managing incidents and change request tickets.
        • Understanding of Agile Methodology, the Software Development Lifecycle, and Atlassian project management tools (Jira & Confluence).
        • Team player with excellent analytical thinking, problem-solving and communication skills with the ability to present information in a clear and concise manner.
        • Self-starter, creative, enthusiastic, innovative, and collaborative attitude.
        • Ability to prioritize tasks based on a sense of urgency and severity.
        • Comfortable with ambiguity. Desired Qualifications Top candidates will bring with them some of the desired qualifications below and will be passionate about learning more.
          • Hands-on experience with any of the following technologies: Akamai, front-end JS frameworks, CoreMedia, MuleSoft, Salesforce Commerce Cloud/Demandware, Okta, Salsify, Bloomreach, Monetate, Google Analytics, mPulse, Dynatrace, Contentsquare (or similar).
          • Proficient troubleshooting/debugging code (HTML, CSS, JS) in Chrome Developer Tools, capturing errors and tracing them throughout the tech stack.
          • Hands-on experience with API support/management (preferably within MuleSoft), working knowledge of webservice standards and technologies (REST/SOAP).
          • Experience with logging, monitoring, and notifications around full-stack hosted platform application components using ELK Stack, Splunk, or similar.
          • Familiarity with development IDEs such as Eclipse and Visual Studio Code.
          • Fundamental understanding of enterprise network infrastructure (DNS, Load Balancers, IP addressing, Routing, and CDN).
          • Familiarity with API design, development, and implementation.
          • Troubleshooting and testing API responses in Postman.
          • Experience with Jenkins, Stash, GitHub/Bitbucket.
            • Experience with AWS services: EC2, S3, EC2, Lambda, logging/CloudWatch.
              • Exposure to Accessibility, Security, and Compliancy standards (SOX, GDPR, PCI).
              • Knowledge of secure coding and personal identifiable information (PII) handling. Vaccine Requirement: Unless prohibited by applicable law, this position requires proof of being fully vaccinated for COVID-19 on the first day of employment, absent need for medical or religious accommodation or other exemption as allowed by state or local law. Further information will be provided during the recruitment process.R-20220708-0071 This employer is a corporate member of myGwork - LGBTQ+ professionals, the business community for LGBTQ+ professionals, students, inclusive employers & anyone who believes in workplace equality.

Keywords: myGwork, Antioch , Senior Support Engineer, Omni Channel, Other , Antioch, California

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