Magento Support Operations Engineer

The opportunity:

Magento Support Operations Analyst is critical in the day to day operation and management of a number of clients ecommerce service. This role will work as part of a wider Operations team that will be responsible for delivery and support across varying technology stacks such as legacy hosted infrastructure, GCP, AWS, and Azure and Ecommerce platforms such as Magento 1 and 2. 

The Magento Support Operations Analyst will work closely with the account technical teams (Developers, SysAdmins, and SME’s) and the management teams to ensure all support tasks and activities are conducted to maintain the clients service is operating smoothly.

What you’ll get to do:

• Perform daily checks & a variety of support tasks within the support team  
• Provide guidance and support to colleagues and junior members of the team where needed 
• Pick up incidents, investigate the root cause and follow their lifecycle through to resolution 
• Take a pro-active approach to all incidents and problems raised 
• Ensure customers are updated and tickets are managed with the correct level of information 
• Interact with surrounding support teams to consult on issues and escalate to the SME’s where needed 
• Address a variety of ad-hoc queries and run various reports where needed
• Demonstrate ownership at all times to the customer and within the team 
• Data interface/scheduled job monitoring with their associated issue resolution to ensure that all systems are running issue free 
• Engage in scheduled work to undertake system upgrades & deployments 
• Mentor more junior members of the team 
• Participate in an on-call rota addressing issues out of hours

What you should have:

Technical Skills:

• Strong Magento knowledge: This is a must-have. The candidate should have a deep understanding of Magento's architecture, functionalities, and common issues. Experience with both Magento 1 and Magento 2 is highly desirable
• Server administration (Linux): Experience managing web servers (Apache/Nginx), databases (MySQL/MariaDB), and caching systems (Redis/Varnish) is crucial for troubleshooting and performance optimisation
• Command-line fluency: Comfort using command-line interfaces for server management, log analysis, and troubleshooting is essential
• Web technologies: Solid understanding of HTML, CSS, JavaScript, PHP, and XML is necessary for diagnosing and resolving front-end and back-end issues
• Troubleshooting and problem-solving: The ability to systematically identify, analyse, and resolve technical issues is critical
• Basic networking knowledge: Understanding of networking concepts like DNS, firewalls, and load balancing is beneficial
• Experience with monitoring and logging tools: Familiarity with tools like New Relic, Datadog, or similar is beneficial for proactive issue identification and performance monitoring

Soft Skills:

• Excellent communication skills: Clear and concise communication is vital for interacting with clients, developers, and other stakeholders
• Strong analytical and problem-solving skills: The ability to think critically and find solutions to complex technical problems is essential
• Time management and prioritisation: The ability to manage multiple tasks and prioritise effectively is crucial in a fast-paced environment
• Teamwork and collaboration: Working effectively with developers, other support staff, and clients is essential
• Customer service orientation: A positive and helpful attitude is crucial when interacting with clients experiencing technical difficulties

You will collaborate with our UK project team, occasionally you will need to be available until 18:00 PL time.

Bonus points if you have:

• Experience with cloud platforms: Familiarity with AWS, Google Cloud, or Azure is a plus, especially for managing Magento instances hosted on these platforms.
• Knowledge of DevOps practices: Experience with CI/CD pipelines, automation tools, and infrastructure-as-code is highly beneficial.
• Magento certifications: Holding relevant Magento certifications demonstrates expertise and commitment to the platform.
• Experience with other eCommerce platforms: FamiliaritywithplatformslikeSFCC, Shopify, BigCommerce,orWooCommercecanbevaluable.
• Knowledge of security best practices: Understanding of web application security and experience implementing security measures is a plus.

What we offer:

• Hybrid work style and flexible working hours - you can work from home, from our offices, or mix your work plan
• Office and online integration events and team building activities 
• Internal knowledge sharing and team initiatives (hackathons, lightning talks, mentoring, team and company-wide retreats) 
• Work equipment tailored to your needs

Please note that this job is a full-time position located in Poland, but the selection process will be conducted in English.

Please send over your CV in English.

Alongside the opportunity to work with some of the most exciting brands around the world, we’ll also prioritise your career development and help you grow your skills. We’ll empower you to make a difference, allow you to be yourself, and respect who you are.