L1 Support Engineer

Job Description: L1 Support Engineer Position : L1 Support Engineer Location : Onsite-Mexico

• Guadalajara Employment Type : Full-time Job Summary We are seeking an L1 Support Engineer with exposure to Salesforce Commerce Cloud (SFCC) and Order Management Systems (OMS) to provide first-line support for eCommerce applications. The role involves monitoring systems, handling incidents, performing basic troubleshooting, and analyzing logs to ensure platform stability. The engineer will coordinate closely with L2/L3 teams and business stakeholders for timely issue resolution. Strong communication skills and the ability to work in an agile, fast-paced support environment are essential.

Responsibilities

Analyze and diagnose technical issues in e-commerce applications Identify root causes of issues, whether in code, configuration, or infrastructure Develop and implement hotfixes in a controlled and efficient manner Propose and implement optimizations for the platform and its components Maintain constant and clear communication with both technical and non-technical teams Participate in ticket and incident management using Jira Collaborate in an agile environment with a focus on continuous improvement Technical Requirements (Hard Skills): English proficiency (written and spoken) Programming in Java with Spring Boot Hands-on exposure to Salesforce Commerce Cloud (SFCC) or IBM Sterling Order Management, including the Customer Care Console (CCC)

• Good to Have (Not Mandatory ) Proficiency in Oracle and MongoDB databases Solid knowledge of Unix/Linux systems Experience in log analysis, debugging, and monitoring tools Familiarity with agile methodologies (Scrum) Proficiency with tools such as Jira and version control systems (Git) Soft Skills: English proficiency is required due to frequent communication with English-speaking vendors and partners Critical thinking and analysis to identify root causes of problems Problem-solving under pressure and in critical situations High adaptability and willingness to work outside standard hours when needed Clear and effective written and verbal communication Ability to communicate technical findings to non-technical audiences, conveying the right message in an understandable way Proactiveness in proposing improvements and anticipating potential issues Strong sense of responsibility, commitment, and teamwork Nice to Have: Previous experience in AMS support or high-availability environments Knowledge of CI/CD tools Certifications in SFCC, IBM Sterling, or agile methodologies