Full Stack Software Engineer – Digital Commerce Application Support

Overview

L2 Application Support Engineer for global digital commerce and direct-to-consumer applications, based in the Bangalore Global Capability Center. Provides technical diagnosis, service restoration, recurring-problem elimination and escalation to L3 Product and Engineering teams, bridging L1 Monitoring/Operations and L3 Engineering.

What you'll do

• 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 related 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.
• 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.
• 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.
• Investigate recurring incidents and identify underlying technical, process, monitoring or knowledge gaps.
• Lead or contribute to root-cause analysis with L1, L3 Engineering, Quality Engineering, Platform, SAP, Security and vendor teams, producing RCA reports with 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 product and engineering teams, and track corrective actions through completion.
• Implement approved configuration changes, scripts, job changes, operational fixes and minor technical improvements within defined L2 authority, following change-management, segregation-of-duties, security, testing and deployment controls.
• Participate in release-readiness reviews and 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 remediation.
• Operate as the primary technical bridge between L1 Monitoring/Operations and L3 Product and Engineering teams.
• Coordinate troubleshooting with external technology providers and implementation partners while retaining internal ownership of incident progress and service outcomes.
• Communicate clearly with technical and nontechnical stakeholders during incidents and operational reviews.

What you'll need

• 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.
• Experience with scheduled jobs, batch processing, interface monitoring, message reprocessing and data reconciliation.
• Ability to create operational scripts or automation using languages such as Python, PowerShell, Bash, JavaScript or Java.
• Familiarity with Git, CI/CD pipelines, release controls and code-review practices.
• Understanding of secure production-support practices, least-privilege access, segregation of duties, auditability and OWASP principles.
• Strong written and verbal communication skills, including preparing technical incident updates and root-cause analysis reports.
• Demonstrated ability to work across global teams, third-party providers and multiple technical disciplines.

Nice to have

• Familiarity with React, Next.js or Angular is beneficial.
• Experience supporting headless commerce, composable commerce, order-management or omnichannel retail platforms.
• Experience with Shopify or comparable enterprise commerce platforms.
• Experience working in a global 24×7 support model or a follow-the-sun operating environment.

Details

• Based in the Global Capability Center in Bangalore, India.
• Participation in on-call or shift coverage necessary to support global operations and agreed service levels.