Commerce Application Support

1 week ago

Makati City, National Capital Region, Philippines Globant Full time

The Application Support Engineer is responsible for troubleshooting, resolving customer queries, recommending solutions, and providing a full debugging cycle resolution. As a member of the Managed Services Team should be an excellent communicator who's able to earn our clients' trust.

Responsibilities

  • Gather, commit and persevere information or data for analysis from the client;

  • Coordinate with developers and project teams to ensure the timely resolution of incidents, uphold strict customer service standards and drive customer satisfaction;

  • Manage customers as the main point of contact, provide customers with status reports in a thorough and timely manner;

  • Organize releases and act independently on all stages;

  • Triage the issues and conduct incident analyses, proactively manage incidents within and exceeding SLA;

  • Lead P1 and P2 issues through the execution;

  • Record & track incident information in Jira;

  • Provide IT support to the business;

  • Create and maintain internal wiki content;

  • Monitor and diagnose New Relic alerts;

  • Prepare Quarterly Reviews;

  • Provide assistance to more junior team members.

Qualifications

  • You have at least 2 years of experience as a Technical Solutions Engineer or equivalent experience

  • Full working proficiency in English both written and verbal

  • Solid knowledge of Zabbix, Newrelic, Graylog

  • Good knowledge of SQL, PHP, HTML

  • Basic understanding of Solr, Elasticsearch

  • Cache technologies

  • Understanding of DNS and SSL

  • SEO

  • JIRA, Confluence/KB

  • AWS

  • Experience working according to SLA's

  • University Degree or equivalent in IT

  • Magento certification is desirable

  • ITIL knowledge is desirable

  • SLI/Section.IO is a plus

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