Ecommerce Software Support Engineer
Trusted by more than 260,000 businesses worldwide, Magento Commerce is the leading provider of open omnichannel innovation to retailers, brands and branded manufacturers across retail B2C and B2B industries. In addition to its flagship open source eCommerce platform, Magento Commerce boasts a strong portfolio of cloud-based omnichannel solutions empowering merchants to successfully integrate digital and physical shopping experiences. With over $50B in gross merchandise volume transacted on the platform, Magento Commerce is the dominant provider to the Internet Retailer Top 1000, counting more than double the clients to the next closest competitor, and to the Internet Retailer Hot 100. Magento Commerce is supported by a vast global network of solution and technology partners, a highly active global developer community and the largest eCommerce marketplace for extensions available for download on the Magento Marketplace.
Magento is looking for an eCommerce Software Support Engineer who has experience with an eCommerce Platform. The primary responsibility of this role is to work closely with Magento SI Developers to do deep dive technical investigations of issues reported and bring about timely resolution pertaining to our Magento eCommerce software platform. The eCommerce Software Support Engineer II will address incidents within predetermined service levels, requiring the ability to multi-task and prioritize. In addition, the Incumbent will carry out projects as assigned and work cross-functionally with other departments to enhance our product offering.
Deep understanding of complete, modern hosting stacks including:
Understanding of web technologies; Apache, NGINX, Redis, Memcached
Knowing where most bottlenecks occur and reasons why they occur
The relationship between the technologies (i.e. that a Redis error may not mean a problem with Redis)
Can analyze/troubleshoot via logs and other sources of information to provide infrastructure and application teams a good starting point for deep reviews
Experienced with using New Relic (to provide feedback to clients on areas of concern or address questions stemming from client interaction with New Relic)
Relational database skills: Familiarity with MySQL and database queries (i.e. ability to assess issues with client queries such as too many, too inefficient or find basic problems with data integrity)
Know various kinds programming/scripting: PHP, Node.js, Perl, Java and Python applications
Experienced with IaaS solutions, such as AWS, Microsoft Azure (so that you can address basic client questions of about what they can and can't do on these services)
Ability to use Git
Understanding of SSL certificates and encryption
Experience or familiarity with CDNs
Knowledge of DNS
Knowledge of Magento eCommerce, or any other eCommerce Platforms (Support, Site Development or QA role)
Familiarity with using a ticketing and tech support platforms such as Zendesk, Freshdesk and Salesforce
Any level of software QA experience or exposure
Effectively and competently troubleshoot application and infrastructure issues
Collaborate across teams to identify root cause for technical issues
Collaborate and work closely with core engineering teams daily
Think outside the box and be creative in coming up with resolutions
Own and drive technical issues through to resolution
Proficient with technical problem-solving methodologies
Ability to adapt and change in a fast-paced environment
Ability to effectively communicate technical details to all audiences
Excellent communication and interpersonal skills
Strong organizational and time management skills
On-call rotation and work off hours as required
Minimum of three years of corporate experience
Minimum of a Bachelors degree required in engineering, science, of information systems
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