DCX SAAS Support

As a DCX SaaS Support L2 Engineer at our company, you will be responsible for providing technical support for eCommerce, CPQ, and AEM-based applications. You will work closely with global teams in a 24x5 support environment to troubleshoot issues, resolve incidents, and ensure the smooth functioning of SaaS architectures. **Key Responsibilities:** - Provide L1/L2 support for critical SaaS and eCommerce applications. - Troubleshoot technical issues related to cloud/web applications, integrations, and system performance. - Collaborate with product, engineering, and infrastructure teams to resolve escalated issues. - Support eCommerce platforms like Intershop, Salesforce Commerce, and Magento. - Work with CPQ tools such as Salesforce CPQ, Apttus, and Oracle CPQ. - Provide support for AEM or similar CMS platforms. - Utilize tools like ServiceNow, JIRA, and Zendesk for incident and service request handling. - Monitor the uptime and performance of SaaS applications using monitoring tools. - Write and debug SQL queries, troubleshoot NoSQL databases. - Support SaaS architecture, integrations, and API-related issues. - Adhere to ITIL processes for Incident and Change Management. - Communicate effectively with global teams and stakeholders. - Create and maintain SOPs, RCA documents, flow diagrams, and knowledge base articles. - Participate in rotational shifts to provide support in a 24x5 model. **Required Skills:** - 5-8 years of experience in L1/L2 application support. - Experience in eCommerce, CPQ, or AEM environments. - Proficiency in ticketing tools like ServiceNow, JIRA, and Zendesk. - Strong SQL troubleshooting skills and understanding of NoSQL. - Knowledge of web servers, application servers, networking fundamentals, and scripting (Bash/Python/etc.). - Familiarity with SaaS architecture and monitoring tools. - Strong analytical, problem-solving, and communication skills. **Nice-to-Have Skills:** - Exposure to ITIL processes (Incident/Change Management). - Experience working with distributed global teams. - Advanced scripting or automation knowledge.,