Job Title: L2 Application Support Engineer - WebSphere Commerce Suite 8.x

Location: Springfield, IL (Work from Office)

Exp: 4+ years

$40/hour on W2

Duration: Long Term Contract

Job Summary

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 (HTTP/HTTPS, 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 monitoring and recovery

• Execute routine maintenance tasks including log rotation and cleanup

• Coordinate with deployment teams during application releases

Database Support & Integration

• Perform basic database health checks and connectivity validation

• Monitor database performance metrics and connection pool usage

• Troubleshoot integration issues with external systems (ERP, payment gateways, OMS)

• Investigate data synchronization issues between WCS and upstream systems

• Escalate complex database issues to DBA teams with appropriate diagnostics

Documentation & Knowledge Management

• Maintain incident logs and resolution documentation

• Update runbooks and standard operating procedures based on lessons learned

• Contribute to knowledge base articles for common issues and resolutions

• Document new procedures and troubleshooting steps for team knowledge sharing

• Participate in post-incident reviews and continuous improvement initiatives