L2 Application Support Engineer

Job Role: L2 Application Support Engineer

Location: Springfield, IL (Onsite)

Duration: Long Term Contract

Job Description:

• We are seeking an experienced L2 Application Support Engineer to provide operational support for our mission-critical WebSphere Commerce Suite (WCS) 8.x e-commerce platform.
• This role requires strong troubleshooting skills, proactive monitoring and incident response capabilities to ensure optimal performance and availability of our online commerce systems.

Required Qualifications

• Technical Skills
  • 3-5 years of experience in application support or technical support roles
  • 2+ years hands-on experience with WebSphere Commerce Suite (WCS) 8.x or similar e-commerce platforms
  • Experience with database technologies (DB2, Oracle, SQL Server) and basic SQL skills
  • Basic knowledge of Linux/Unix systems and command line operations
  • Knowledge of web technologies (HTTP/HTTPS, load balancers, web servers)
  • Experience with monitoring tools such as AppDynamics, Dynatrace or similar APM solutions
• Application Support Experience
  • Proven experience troubleshooting e-commerce application issues including but not limited to:
  • Order processing and payment gateway failures
  • Shopping cart and session management problems
  • Product catalog and inventory synchronization issues
  • Cache invalidation and performance optimization
  • Experience with scheduled job monitoring and batch process management
  • Knowledge of feed file processing and data integration workflows
  • Understanding of multi-tier application architectures and component interactions
• Operational Skills
  • Experience with incident response and issue resolution
  • Knowledge of ITIL processes including incident, problem, and change management
  • Ability to work in 24x7 shift-based support environment
  • Experience with escalation procedures and vendor support coordination

Key Responsibilities

• Incident Response & Troubleshooting
  • Respond to production incidents and alerts within defined SLA timeframes
  • Perform initial analysis for application performance and functionality issues
  • Troubleshoot order processing failures, payment gateway issues, and checkout problems
  • Investigate and resolve cache-related issues affecting product data and pricing
  • Analyze application logs to identify patterns and resolve recurring issues
  • Coordinate incident response activities and communicate status to stakeholders
• Monitoring & Performance Management
  • Monitor WCS application health using monitoring tools (AppDynamics, Dynatrace, Nagios, etc.)
  • Track key performance metrics including response times, throughput, and error rates
  • Respond to capacity and performance alerts during peak traffic periods
  • Monitor scheduled jobs and batch processes for completion and performance
  • Perform proactive health checks and system validation procedures
• Application Operations
  • Execute service restart and recovery procedures for WCS components
  • Perform cache invalidation and product data refresh operations
  • Monitor and troubleshoot feed file processing and data integration workflows
  • Manage WCS scheduler and batch job monitoring and recovery
  • Execute routine maintenance tasks including log rotation and cleanup
  • Coordinate with deployment teams during application releases
• Database Support & Integration
  • Perform basic database health checks and connectivity validation
  • Monitor database performance metrics and connection pool usage
  • Troubleshoot integration issues with external systems (ERP, payment gateways, OMS)
  • Investigate data synchronization issues between WCS and upstream systems
  • Escalate complex database issues to DBA teams with appropriate diagnostics
• Documentation & Knowledge Management
  • Maintain incident logs and resolution documentation
  • Update runbooks and standard operating procedures based on lessons learned
  • Contribute to knowledge base articles for common issues and resolutions
  • Document new procedures and troubleshooting steps for team knowledge sharing
  • Participate in post-incident reviews and continuous improvement initiatives

Competencies:

• 4-6+ years experience required
• Zabbix
• Database Technology
• IBM Websphere
• Application Server Deployment & Administration Unix / Linux Basics and Commands Service Management
• L2 Application Support Engineer - WebSphere Commerce Suite 8.x