- 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 setting.
- 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.