L1 L2 Support Engineer

Job Description

Skilled Hybris L1/L2 Support Analyst with hands-on experience in logging, monitoring, and troubleshooting

issues within the SAP Commerce environment. The candidate should have experience working with Hybris

Backoffice, Impex files, and the Hybris Administration Console (HAC). Candidate is expected to provide

technical support, assist with system monitoring, and resolve issues to ensure the continuous operation of

the eCommerce platform.

Must Have:

• 5+ years of experience in L1/L2 support within SAP Commerce (Hybris) environment
• Practical experience with Hybris Backoffice, working on Impex and Hybris Administration Console (HAC).
• Experience monitoring and analysing system performance, utilizing logging and monitoring tools.
• Proficiency in handling Impex files for data imports/exports and troubleshooting data-related issues.
• Experience with troubleshooting of server-side issues using HAC and Hybris logs.
• Strong communication skills, with the ability to explain technical concepts to non-technical users and

teams.

• Familiarity with service management tools like JIRA for tracking incidents and requests.
• Ability to prioritize and manage multiple incidents or service requests in a fast-paced environment.
• Excellent verbal and written communication skills with the ability to communicate with all levels of the

organization, from senior management to staff level teams.

• Extreme responsiveness with ability to work under pressure in a crisis, maintaining a clear sense of

urgency

• Superior work ethic with a positive, can-do attitude.
• Excellent customer service skills and superior telephone etiquette.
• Demonstrated attention to detail and excellent time management.
• Superior collaboration skills.
• Flexibility with the ability to change priorities quickly, focus on new ones without distraction.
• Ability to deal with conflict and work under pressure to meet deliverable commitments.
• Technical aptitude and a passion for learning about new emerging technologies.
• Ability and willingness to travel internationally and adjust work hours to accommodate international teams.

Mandatory Technology Stack:

• Platform: SAP Commerce (Hybris) - majorly (Hybris Backoffice, Hybris Administration Console (HAC))
• Monitoring tools like Google Cloud Logging, Zabbix, Splunk, Graylogs etc.
• Strong knowledge of databases (SQL) preferably MySQL
• Git, Bamboo, Jenkins
• Incident management tools like Jira or ServiceNow
• Cloud Platforms (Preferred): Google Cloud
• Prior experience in ECommerce solutions is a must.

Good to have:

? Experience in handling both web and mobile app support projects

? Experience in mobile app related tools like Firebase, Flutter, Mobile APIs etc

? Experience with projects focused on both infrastructures and software solutions.

? Knowledge of different languages like French, Spanish, Korean and Mandarin is a plus.

? Proficient in the use of Google products: email, spreadsheet, document, presentation and analytics.