Commerce Application Support

4 days ago

Manila, National Capital Region, Philippines Globant Full time ₱900,000 - ₱1,200,000 per year

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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