DCX SAAS Support

Job Title : DCX SAAS Support

Experience:

Location:

Job Summary

DCX SaaS Support L2 Engineer

Key Responsibilities

• Application Support (L2)
• Provide L1/L2 support for business-critical SaaS and eCommerce applications.
• Troubleshoot technical issues related to cloud/web applications, integrations, and system performance.
• Work closely with product, engineering, and infrastructure teams to resolve escalated issues.
• Domain Expertise
• Support and troubleshoot solutions on eCommerce platforms (Intershop, Salesforce Commerce, Magento).
• Work with CPQ tools such as Salesforce CPQ, Apttus, Oracle CPQ.
• Provide support for AEM or similar CMS platforms.
• Tools & Monitoring
• Handle incidents and service requests using ServiceNow, JIRA, or Zendesk.
• Utilize monitoring tools to ensure uptime and performance of SaaS applications.
• Perform proactive monitoring and alert analysis.
• Technical Troubleshooting
• Write and debug SQL queries; basic troubleshooting of NoSQL databases.
• Understand basics of web servers, app servers, networking, and scripting.
• Support SaaS architecture, integrations, and API-related issues.
• ITIL Processes
• Work within Incident Management and Change Management frameworks.
• Respond and resolve issues within agreed SLAs and quality guidelines.
• Communication & Documentation
• Communicate effectively with global teams and stakeholders.
• Create and maintain SOPs, RCA documents, flow diagrams, and knowledge base articles.
• Work Model
• Participate in rotational shifts, supporting global teams in a 24x5 model.
  

Required Skills

• 5–8 years of experience in L1/L2 application support.
• Experience in eCommerce, CPQ, or AEM environments.
• Proficiency with ticketing tools (ServiceNow, JIRA, Zendesk).
• Strong SQL troubleshooting and good 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.