Competencies: 7+ years experience required
Core Java
L2 Application Support Engineer - WebSphere Commerce Suite 8.x
Job Summary
We are seeking an experienced L2 Application Support Engineer to provide operational support for our mission-critical WebSphere Commerce Suite (WCS) 8.x e-commerce platform. This role requires strong troubleshooting skills, proactive monitoring and incident response capabilities to ensure optimal performance and availability of our online commerce systems.
Required Qualifications:
Technical Skills:
3-5 years of experience in application support or technical support roles
2+ years hands-on experience with WebSphere Commerce Suite (WCS) 8.x or similar e-commerce platforms
Experience with database technologies (DB2, Oracle, SQL Server) and basic SQL skills
Basic knowledge of LinuxUnix systems and command line operations
Knowledge of web technologies (HTTPHTTPS, load balancers, web servers)
Experience with monitoring tools such as AppDynamics, Dynatrace or similar APM solutions
Application Support Experience:
Proven experience troubleshooting e-commerce application issues including but not limited to:
Order processing and payment gateway failures
Shopping cart and session management problems
Product catalog and inventory synchronization issues
Cache invalidation and performance optimization
Experience with scheduled job monitoring and batch process management
Knowledge of feed file processing and data integration workflows
Understanding of multi-tier application architectures and component interactions
Operational Skills:
Experience with incident response and issue resolution
Knowledge of ITIL processes including incident, problem, and change management
Ability to work in 24x7 shift-based support environment
Experience with escalation procedures and vendor support coordination
Key Responsibilities:
Incident Response & Troubleshooting:
Respond to production incidents and alerts within defined SLA timeframes
Perform initial analysis for application performance and functionality issues
Troubleshoot order processing failures, payment gateway issues, and checkout problems
Investigate and resolve cache-related issues affecting product data and pricing
Analyze application logs to identify patterns and resolve recurring issues
Coordinate incident response activities and communicate status to stakeholders
Monitoring & Performance Management:
Monitor WCS application health using monitoring tools (AppDynamics, Dynatrace, Nagios, etc.)
Track key performance metrics including response times, throughput, and error rates
Respond to capacity and performance alerts during peak traffic periods
Monitor scheduled jobs and batch processes for completion and performance
Perform proactive health checks and system validation procedures
Application Operations:
Execute service restart and recovery procedures for WCS components
Perform cache invalidation and product data refresh operations
Monitor and troubleshoot feed file processing and data integration workflows
Manage WCS scheduler and batch job monitoring and recovery
Execute routine maintenance tasks including log rotation and cleanup
Coordinate with deployment teams during application releases
Database Support & Integration:
Perform basic database health checks and connectivity validation
Monitor database performance metrics and connection pool usage
Troubleshoot integration issues with external systems (ERP, payment gateways, OMS)
Investigate data synchronization issues between WCS and upstream systems
Escalate complex database issues to DBA teams with appropriate diagnostics
Documentation & Knowledge Management:
Maintain incident logs and resolution documentation
Update runbooks and standard operating procedures based on lessons learned
Contribute to knowledge base articles for common issues and resolutions
Document new procedures and troubleshooting steps for team knowledge sharing
Participate in post-incident reviews and continuous improvement initiatives
