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ProwessSoft · 6 days ago

Salesforce Commerce Cloud

Atlanta, GA

Contract

Hybrid

Mid Level

ProwessSoft is seeking a Salesforce Commerce Cloud Tech Support lead. The role involves monitoring site uptime and system logs, performing troubleshooting for email delivery issues, and escalating incidents as necessary while ensuring timely communication with stakeholders.

AnalyticsData IntegrationInformation TechnologyRobotic Process Automation (RPA)Software

H1B Sponsor Likely

Responsibilities

Monitor SFCC site uptime, scheduled jobs, OCAPI/API availability, order flows, and system logs

Monitor SFMC (MCE & MCP) journeys, automations, email sends, API usage, and batch activity

Acknowledge, categorize, and triage alerts from monitoring tools (New Relic, Splunk, CloudWatch, SFMC logs)

Perform first-level troubleshooting for email delivery issues, failed sends, HTML/CSS rendering problems, or basic SQL/automation failures

Validate email deliverability: bounces, suppressions, spam indicators, and send logs

Perform initial checks for REST API failures, authentication issues, or data sync gaps

Escalate incidents to L2 with complete diagnostic information (logs, timestamps, payloads, reproduction steps)

Conduct post-deployment health checks for SFCC & SFMC environments

Track all incidents through SLA-driven updates and ensure timely communication with stakeholders

Follow incident and change management processes for ticket creation, updates, and approvals

Interact with customers/business teams to gather initial details or clarify symptoms before escalation

Demonstrate self-motivation, continuous learning, and the ability to perform monitoring tasks independently

Qualification

Salesforce Commerce CloudAPI monitoringSQL troubleshootingNew RelicSplunkCloudWatchHTML/CSS renderingEmail deliverabilityIncident managementCustomer interactionSelf-motivation

Required