Fluent commerce Software Engineer

Fluent Order Management Support Consultant
Position Overview
We are seeking a Fluent Order Management (OMS) Support Consultant to provide production support and technical expertise for medium-to-large ecommerce customers. This role will serve as a key point of contact for post-implementation support, owning incidents through resolution while helping clients maintain the performance, stability, and reliability of their Order Management environments.

The ideal candidate combines hands-on Fluent Order Management experience with strong troubleshooting, API, and development skills and an understanding of ecommerce and supply chain operations. This individual should be comfortable working directly with both technical and business stakeholders to diagnose issues, identify root causes, and deliver effective solutions.

Key Responsibilities

• Serve as a primary support consultant for medium-to-large customers utilizing Fluent Order Management, managing production incidents from initial investigation through resolution.
• Analyze and troubleshoot moderately complex post-implementation and production issues, identifying root causes and determining appropriate resolutions or escalation paths.
• Participate in client incident management processes and ensure issues are managed in accordance with established service-level agreements (SLAs).
• Develop and enhance automated application monitoring to proactively manage day-to-day OMS activity, identify potential issues, and maintain overall system health.
• Gather and document client requirements for system enhancements and translate business needs into actionable technical and delivery plans.
• Develop, execute, and review test scripts to validate enhancements, integrations, and issue resolutions.
• Monitor recurring incidents and operational trends to identify opportunities for system, process, and support improvements.
• Create and maintain runbooks, troubleshooting documentation, and knowledge-base content to improve support efficiency and accelerate incident resolution.
• Communicate root causes, business impact, resolution plans, and status updates clearly to ecommerce teams, business partners, and IT stakeholders.
• Collaborate with developers, QA teams, infrastructure teams, and client stakeholders to resolve issues across integrated ecommerce environments.
• Provide guidance to junior team members, sharing technical knowledge and supporting their development.
• Participate in rotational shift coverage and provide on-call support as required.

What Success Looks Like
Successful consultants in this role demonstrate:

• Analytical Thinking: Investigate beyond the immediate symptoms, gather relevant data, and use evidence to identify underlying causes.
• Customer Focus: Understand the business need behind a request and develop solutions that address both immediate and longer-term requirements.
• Ownership & Decisiveness: Take accountability for issues and make timely, well-reasoned decisions regarding resolution and escalation.
• Organization & Prioritization: Effectively manage multiple incidents and workstreams while maintaining clear priorities, milestones, and commitments.
• Collaboration: Actively seek input from colleagues and leverage the expertise of technical and business partners.
• Initiative: Proactively identify potential problems and improvement opportunities rather than waiting for issues to escalate.
• Knowledge Sharing: Provide clear guidance to junior team members and contribute to documentation and team knowledge.

Required Skills & Experience

• 2-3+ years of hands-on experience with Fluent Order Management (Fluent OMS).
• Strong understanding of supply chain and ecommerce order management processes.
• Experience working across OMS functionality, production/application support, software QA, or related technical environments.
• Understanding of the ecommerce lifecycle, including:
  • Order fulfillment
  • Shipping and delivery
  • Customer service
  • Promotions
  • Ecommerce user experience and order journeys
• Experience troubleshooting production incidents and performing root-cause analysis.
• Experience with incident and work management platforms such as Jira, ServiceNow, or similar tools.
• Strong written and verbal communication skills, including the ability to communicate technical issues to both technical and non-technical stakeholders.
• Strong documentation skills with experience creating runbooks, support documentation, test cases, or knowledge-base articles.
• Ability to manage multiple priorities and workstreams in a fast-paced client environment.
• Flexibility to participate in rotational shifts and on-call support.

Technical Skills

• Fluent Order Management: Strong working knowledge of core Fluent OMS functionality and modules.
• Java: Hands-on experience troubleshooting, debugging, and working with Java-based applications.
• GraphQL & REST APIs: Experience developing, integrating, testing, and troubleshooting APIs.
• Python: Working knowledge of Python for scripting, automation, troubleshooting, or application support.
• API Testing: Ability to independently design and execute API tests using Postman or equivalent tools.
• CI/CD & DevOps: Understanding of CI/CD concepts and experience operating within automated deployment pipelines using Jenkins or equivalent platforms.
• Application Monitoring: Experience implementing or utilizing monitoring and alerting solutions to support production applications and proactively identify system issues.

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