Site Reliability Engineering

L2 Application Support Engineer

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 ( 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

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.