Candidate should be ready to work from client location Fort Myers, Florida
Position Overview: The L2/L3 Support Lead will be responsible for providing advanced technical support for our eCommerce platforms. This role requires a strong background in Java Springboot, Microservices, NodeJs, GraphQL, NextJs, and ReactJS. The ideal candidate will have extensive experience in the eCommerce domain and possess excellent communication skills to effectively interact with clients.
Key Responsibilities:
• Lead and manage the L2/L3 support team to ensure timely resolution of technical issues.
• Provide advanced technical support for eCommerce platforms, including troubleshooting and resolving complex issues.
• Collaborate with development teams to identify and resolve software defects and performance issues.
• Monitor system performance and implement optimizations to ensure high availability and reliability.
• Develop and maintain support documentation, including knowledge base articles and troubleshooting guides.
• Communicate effectively with clients to understand their needs and provide timely updates on issue resolution.
• Conduct root cause analysis and implement preventive measures to avoid recurring issues.
• Participate in on-call support rotation to provide 24/7 support coverage.
Key Skills: