Position: Technical Support Engineer – Ecommerce
Company: Adraba
Category: Support
Experience required: 2y
English level: fluent

Description
As a technical support engineer, you’ll resolve production issues escalating in our e-commerce backend systems. You’ll be part of the eCommerce engineering team located in Israel & US and it’s an excellent opportunity to be exposed to mission-critical systems that are used to operate

Requirements
- At least 2 years in software technical support role.
- Knowledgeable in Java, Git, and software release cycles. Will be development tasks - is preferable but not must. We are ready to invest time to bring Java development skills to the engineer
- Excellent written communication and verbal skills.
- Strong analytical and problem-solving skills.
- Proficiency in SQL.
- Comfortable using application logs (e.g. Kibana), errors and exceptions to investigate issues.
- Advantage - familiarity with AWS CloudWatch, New Relic, NetSuite, OMC and the eCommerce domain.

Responsibilities
- Troubleshoot issues escalated by our monitoring systems in a timely manner while communicating clearly and efficiently with internal and external stakeholders.
- Work on Monday-Sunday on-call shifts (7 am-7 pm Israel Time).
- Communicate directly with the engineering team, product management, and 3rd party services tech support.
- Resolve software issues by running pre-existing runbooks and demonstrating the ability to isolate the root cause.
- Manage and report critical incidents to the engineering team and determine course of action.
- Use application logging systems (e.g Kibana, NewRelic) and SQL queries to analyze incidents.
- Provide informative and well-organized feedback within the engineering team about new trending issues.
- Author and review runbooks content to promote quicker resolution for future issues.