Commerce Support engineer

Role Title Product Support Engineer (L2)

HCL Commerce provides a powerful customer interaction platform for omni-channel commerce. It can be used by companies of all sizes, from small businesses, to large enterprises and across different industries. It provides easy-to-use tools for business users to centrally manage a cross-channel strategy. HCL Commerce is a single, unified platform that offers the ability to do business directly with consumers (B2C), directly with businesses (B2B). HCL Commerce is a customizable, scalable, and high availability solution that is built to use open standards. It uses cloud friendly technology to make deployment and operation easy and efficient. Business users can create and manage precision marketing campaigns, promotions, catalog, and merchandising across all sales channels, or use integrated AI enabled content management capabilities.

Product Support engineer specializes in performing remote technical support of HCL Commerce platform. Provides technical support assistance to customers using problem source identification skills. Uses technical knowledge and negotiation skills in collaboration with other support and engineering teams to prioritize, diagnose and resolve customer issues. Communicates action plans to the customer and senior stakeholders as appropriate. Recommends and implements new or improvements to existing technical support tools, procedures and processes. May provide training for and mentor others on the team. Contributes to department attainment of organizational objectives and high customer satisfaction.

• Identify, fix and track platform/product issues that occur for the customers
• Effectively communicate customer feedback and feature requirements to Engineering and Product Management
• Identify commonly asked questions and generate knowledge base articles based on this content.
• Triage, troubleshoot, escalate, and/or provide resolution to product support issues
• Stay current on all new product features, industry trends and relevant technology (ElasticSearch, Nifi, Redis, Kibana)

Required Skills

• 2+ years of providing technical support for enterprise customers
• Technical product support experience
• Java and J2EE technologies
• Conversant with any flavor of Linux operating system
• Basic RDBMS concepts and queries
• Good problem solving and debugging skills
• Analytical thinking and problem-solving skills
• Strong written and oral communication and interpersonal skills
• Excellent organizational and time management skills with the ability to work in remote environments
• Proven ability to remotely troubleshoot and resolve customer software problems
• A strong passion and interest in cloud platforms
• Good to have technical skills -
• Cloud native skills – Kubernetes, Docker, Micro-services architecture
• Experience with Websphere commerce or any other commerce platform or middleware platform (Weblogic, websphere etc)
• Exposure to React technology
• Location -
• Pune
• Experience level
• 2 to 15 years
• Must be ready to work in support role
• More experience candidates with HCL Commerce product background can also be considered
• Coverage in two shifts (should be willing to work in both timings)
• Asia pacific - 7 am to 4.30 pm
• Europe - 11.30 to 9 PM