E-Commerce Platform Support Operations Specialist

We are looking for a front-line troubleshooter to keep Client's e-commerce ecosystem running at peak performance. In this role, you’ll dive into platform issues, oversee order flows, and bridge the gap between technical partners and business goals.

• Proven track record in technical support or e-commerce operations, with a deep understanding of end-to-end order lifecycles (experience with SAP Hybris is highly preferred).
• Skilled in methodical troubleshooting and log analysis to identify and resolve root causes.
• Practical knowledge of payment gateway integrations, transaction flows, and complex refund/order management scenarios.
• Adept at using industry-standard tools like Jira for issue tracking and Confluence for documentation; familiarity with Sprinklr is an asset.
• Ability to act as a translator between technical teams and business stakeholders, ensuring clarity and alignment.
• Highly detail-oriented with a focus on problem-solving and data-driven decision-making.
• Advanced proficiency in Microsoft Office, specifically Excel, for data analysis and reporting.

• Serve as the primary responder for platform issues reported via Jira, ensuring rapid assessment and routing.
• Diagnose and resolve complex bugs within the SAP Hybris and AEM ecosystem, managing integrations with third-party providers.
• Proactively track order lifecycles and payment flows to catch and fix stuck transactions or system bottlenecks.
• Facilitate critical commerce tasks, including payment reversals, order cancellations, and data privacy compliance.
• Coordinate with logistics, payment gateways, and Customer Care to bridge the gap between technical issues and customer satisfaction.
• Participate in Root Cause Analysis (RCA) to eliminate recurring glitches and bolster platform uptime.
• Standardize support workflows by authoring technical runbooks and internal documentation.
• Translate technical trends into actionable insights for stakeholders to refine the end-to-end customer journey.

Employment agency entry number 47

this job offer is intended for people over 18 years of age