Freelance Salesforce Commerce Cloud L2 Support Engineer

We are looking for an experienced Salesforce Commerce Cloud L2 Support Engineer for a freelance/contract opportunity. The ideal candidate should have strong hands-on experience in SFCC production support, incident management, troubleshooting, and application monitoring.

Role: SFCC L2 Support Engineer

Key Responsibilities

• Provide L2 production support for Salesforce Commerce Cloud applications.
• Handle incident triage, investigation, resolution, and escalation through ITSM tools such as ServiceNow / SNOW.
• Analyze and troubleshoot issues across SFCC, PWA, and related commerce applications.
• Raise and track JIRA tickets for L3 teams when code changes or deeper technical fixes are required.
• Debug application/code-level issues where needed and support the team in troubleshooting.
• Monitor application logs, errors, and alerts using tools such as Splunk.
• Collaborate with L3 development teams, business users, and support teams to ensure timely issue resolution.
• Support and learn Vercel PWA L2 support activities as part of the same scope.
• Maintain incident documentation, RCA notes, and support knowledge base updates.

Required Skills

• Strong hands-on experience in Salesforce Commerce Cloud / SFCC.
• Good experience in L2 support / production support / application support.
• Experience working with ServiceNow / SNOW or similar ITSM tools.
• Ability to triage incidents and coordinate with L3 teams.
• Experience creating and tracking issues in JIRA.
• Good debugging and troubleshooting skills.
• Basic understanding of PWA architecture.
• Willingness to work on Vercel PWA support.
• Exposure to Splunk or similar monitoring/log analysis tools.

Good to Have

• Experience supporting eCommerce platforms.
• SFRA / OCAPI / SiteGenesis exposure.
• JavaScript debugging experience.
• Knowledge of release support, deployments, and post-production validation.
• Experience working in Agile support environments.

Ideal Candidate

The ideal candidate should be comfortable working in a fast-paced production support environment, handling incidents independently, coordinating with multiple teams, and ensuring quick resolution of business-critical commerce issues.