Full Stack Software Engineer – Digital Commerce Application Support

• We are seeking an experienced L2 Application Support Engineer to support the availability,
• performance, and operational resilience of our global digital commerce and direct-to-consumer
• technology landscape.
• The role is part of a centralized, global technology operating model that brings together Product,
• Engineering, Quality Engineering, Monitoring and Operations, and Application Support. Based in
• our Global Capability Center in Bangalore, the engineer will provide L2 support for eCommerce,
• retail, customer service, repair/service, B2B, order management, and related integration
• solutions.
• The L2 Application Support Engineer is accountable for technical diagnosis, service restoration,
• configuration-related resolution, recurring-problem elimination, and effective escalation to L3
• Product and Engineering teams. The role bridges the gap between L1 Monitoring/Operations
• and L3 Engineering and maintains end-to-end accountability for production services. The
• engineer will also partner with Product Engineering and QE to improve application
• supportability by identifying opportunities to simplify operational support, improve diagnostics,
• reduce manual intervention, and increase automation.
• This is primarily an application support and reliability engineering role. The engineer may
• develop scripts, automation, configuration changes, queries, and limited code corrections within
• approved L2 boundaries. Secondary responsibilities may include small technical enhancements
• that improve reliability and reduce operational effort.

Key Responsibilities

Incident Diagnosis and Service Restoration

Own L2 investigation and resolution of application incidents escalated by the L1 Monitoring and

Operations team.

Support global eCommerce, retail, order management, customer service, repair/service, B2B,

and other relevant applications.

Analyze application, integration, API, database, infrastructure, and security logs to determine

incident causes.

Restore service using approved operational procedures, configuration changes, data corrections,

job restarts, interface reprocessing, or other authorized recovery actions.

Coordinate technical troubleshooting across application, integration, platform, database, SAP,

security, vendor, and other L3 Engineering teams.

Maintain clear incident records documenting symptoms, business impact, diagnosis, actions

taken, resolution, and required follow-up.

Participate in major-incident response and provide timely, fact-based technical updates to

incident leadership.

Escalate code defects, architectural issues, security events, and changes requiring engineering

capacity to the appropriate L3 team with complete diagnostic evidence.

Participate in on-call or shift coverage necessary to support global operations and agreed service

levels.

Application and Integration Operations

Own day-to-day operational health of assigned applications.

Support application services, APIs, scheduled jobs, event flows, integrations, and data

exchanges.

Create, configure, schedule, and maintain authorized application batch jobs and operational

workflows.

Diagnose REST API, GraphQL, middleware, EDI, SAP integration, and third-party interface

failures.

Perform controlled message reprocessing, transaction recovery, job reruns, and data

reconciliation according to approved procedures.

Write and optimize SQL queries used for troubleshooting, operational reporting, reconciliation,

and approved data corrections.

Support application configuration, operational parameters, access-related troubleshooting,

certificates, endpoints, and environment-specific settings within assigned responsibilities.

Validate service health following incidents, deployments, configuration changes, and

infrastructure maintenance.

Work with L1 Monitoring and Operations to improve alerts, dashboards, runbooks, event

correlation, and escalation criteria.

Problem Management and Continuous Improvement

Investigate recurring incidents and identify underlying technical, process, monitoring, or

knowledge gaps.

Lead or contribute to root-cause analysis in collaboration with L1, L3 Engineering, Quality

Engineering, Platform, SAP, Security, and vendor teams.

Produce clear root-cause analysis reports containing the causal chain, contributing factors,

corrective actions, owners, and target dates.

Maintain known-error records, troubleshooting guides, recovery procedures, and operational

knowledge articles.

Identify and automate repetitive support activities using scripts, workflows, APIs, and approved

automation platforms.

Recommend permanent fixes and reliability improvements for prioritization by the relevant

product and engineering teams.

Track corrective actions through completion and validate that implemented changes have

reduced recurrence.

Use incident and problem data to identify trends and opportunities to improve service

reliability, performance, and support efficiency.

Ensure production support documentation remains current.

Change, Release, and Operational Readiness

Implement approved configuration changes, scripts, job changes, operational fixes, and minor

technical improvements within defined L2 authority.

Follow established change-management, segregation-of-duties, security, testing, approval, and

deployment controls.

Participate in release-readiness reviews for applications entering production or undergoing

material change.

Confirm that monitoring, alerting, logging, support documentation, dependency information,

recovery procedures, and escalation paths are available before production release.

Provide production validation and early-life support following deployments.

Partner with L3 Engineering and Quality Engineering to reproduce defects and supply the

evidence needed for efficient remediation.

Confirm that new or modified services can be supported effectively by L1 and L2 teams before

operational acceptance.

Collaboration and Service Accountability

Operate as the primary technical bridge between L1 Monitoring/Operations and L3 Product and

Engineering teams.

Collaborate with centralized Product, Engineering, Quality Engineering, Integration, Platform,

SAP, Security, and Monitoring teams.

Work effectively Coordinate troubleshooting activities with external technology providers and

implementation partners while retaining internal ownership of incident progress and service

outcomes.

Coordinate with Regional Product Advisors when regional validation or operational context is

required, while following the globally governed support and product model.

Communicate clearly with technical and nontechnical stakeholders during incidents and

operational reviews.

Contribute to a culture of shared accountability, continuous learning, automation, security, and

measurable service improvement.

Required Skills and Experience

4 or more years of professional experience in L2 application support, application operations,

production engineering, or site reliability support for business-critical applications.

Demonstrated experience supporting eCommerce, retail, order management, customer service,

B2B, or other high-availability transactional platforms.

Strong diagnostic skills across distributed applications, APIs, databases, integrations, and cloud-

hosted services.

Experience analyzing application, API, web server, integration, container, and database logs.

Working knowledge of RESTful APIs, JSON, GraphQL, HTTP, authentication, certificates, and

common integration patterns.

Strong SQL skills with at least one relational database such as Oracle, PostgreSQL, MySQL, or

Microsoft SQL Server.

Ability to read application logs, understand application architecture, and troubleshoot

Java/Spring-based applications.

Ability to read and troubleshoot JavaScript or TypeScript applications; familiarity with React,

Next.js, or Angular is beneficial.