Informacje o stanowisku
E-Commerce Platform Support Operations Specialist
Role overview:
The E‑Commerce Platform Support Operations Specialist role is responsible for providing frontline operational and technical support across e‑commerce platforms. The position focuses on ensuring stable daily operations, effective incident handling, and close cooperation with internal teams and external partners to deliver a seamless customer experience.
This role combines technical troubleshooting, e‑commerce operations knowledge, and stakeholder management, covering the full lifecycle of issue resolution—from initial report through to closure.
Key responsibilities:
- Act as the first point of contact for e‑commerce platform issues reported via Jira or other channels
- Analyse, troubleshoot, and resolve incidents across SAP Commerce Cloud (Hybris), AEM, and integrated third‑party systems
- Monitor order flows and system performance, identifying anomalies such as stuck orders, retries, or payment failures
- Support order‑related operations, including refunds, cancellations, user data requests, and warranty coordination
- Collaborate with DTC eStore teams, Customer Care, logistics partners, and payment providers to resolve customer‑impacting issues
- Escalate incidents when required and ensure timely resolution
- Contribute to root cause analysis and continuous improvement of platform stability and user experience
- Create and maintain knowledge base articles, documentation, and runbooks
- Provide feedback and insights to business stakeholders on recurring issues, trends, and improvement opportunities
Required skills and experience:
- Experience in technical support, e‑commerce operations, or a similar role
- Strong understanding of e‑commerce platforms and order lifecycle processes
- Experience with SAP Hybris / SAP Commerce Cloud is a strong advantage
- Ability to interpret logs and troubleshoot issues in a structured manner
- Knowledge of payment flows, payment gateways, refunds, and order management systems
- Familiarity with ticketing tools (e.g. Jira, Sprinklr) and documentation platforms (e.g. Confluence)
- Strong communication skills and ability to work across technical and business teams
- High attention to detail and strong problem‑solving skills
- Proficiency in Microsoft Office; Excel and analytical skills are a plus
Tools and platforms:
- Jira & Confluence
- SAP Commerce Cloud (Hybris)
- Adobe Experience Manager (AEM)
- Microsoft Office Suite
Praca WarszawaSpecjalista ds. e-commerce WarszawaWarszawa - Oferty pracy w okolicznych lokalizacjach
