Job Description

Requirements and responsibilities

Technical Support - Digital (Salesforce & GCP)

We are seeking a highly motivated and detail-oriented Offshore Support Engineer to support a global eCommerce operations. This L1/L2 support role is critical to our "follow-the-sun" model, providing after-hours monitoring and incident response for core eCommerce platforms.



The ideal candidate will have hands-on experience supporting Salesforce Commerce Cloud, Identity, Service Cloud, Loyalty Management and microservices hosted on the Google Cloud Platform (GCP). This position is responsible for monitoring system health, performing initial issue triage, resolving basic incidents, and escalating complex issues to the development teams.



This role operates outside of Canadian working hours (8am-5pm EST) to ensure 24/7 operational stability.

Key Responsibilities

Monitoring & Proactive Health Checks:

Proactively monitor the health, performance, and availability of critical eCommerce systems, including Salesforce Commerce Cloud, Service Cloud, Loyalty Management, and Salesforce Identity. Monitor microservices and applications hosted on Google Cloud Platform (GCP), utilizing tools like Cloud Monitoring for alerts and performance metrics. Perform regular health checks to confirm main eCommerce functionality and critical workflows (e.g., browse, add to cart, checkout, customer login) are operational.

Incident Response & Triage:

Serve as the first point of contact for production issues and automated alerts detected during the specified support window. Respond to production incidents, perform basic analysis to identify the root cause, and execute predefined runbooks for resolution (e.g., service restarts, cache clearing). As needed, perform basic operational tasks such as application service reboots or switching traffic to ensure high availability.

Escalation & Collaboration:

Triage and prioritize issues based on business impact and severity. Escalate complex, development-related issues requiring code changes or deeper investigation to the appropriate on-call development teams. Clearly document all incidents, troubleshooting steps taken, and resolution outcomes in our ticketing system (e.g., JIRA, ServiceNow). Support with microservices on Google GCP to identify and resolve issues, or notify the relevant team for high-priority problems. Ensure a smooth handover of any ongoing incidents to the incoming EST support team.

Required Skills & Qualifications

2-3+ years of experience in an L1/L2 application support, technical support, or NOC role, preferably for an eCommerce business. Experience with Salesforce platforms, specifically

Salesforce Commerce Cloud (SFCC)

. Strong troubleshooting skills within the Salesforce ecosystem. Familiarity with

Salesforce Service Cloud (CRM)

, Loyalty Management, and/or Salesforce Identity. Hands-on experience supporting applications and microservices running on GCP. Familiarity with core GCP services such as Google Kubernetes Engine (GKE), Compute Engine, Cloud Run Functions and Cloud Storage. Experience using monitoring and logging tools (e.g., GCP Cloud Monitoring, Splunk, Grafana, Dynatrace). Strong analytical and problem-solving skills. Excellent verbal and written communication skills, with the ability to clearly document and escalate issues.

Preferred Qualifications

Salesforce Administrator or B2C Commerce Developer certification. Google Cloud Associate Cloud Engineer certification. Understanding of ITIL principles for Incident, Problem, and Change Management. Experience with Infrastructure as Code (e.g., Terraform) and CI/CD pipelines. * Basic knowledge of scripting languages (e.g., Python, Bash) for automation