Ecommerce Senior Support Engineer

Come, be part of our Tapestry.
Defined by inclusivity rather than exclusivity, Tapestry is a global house of brands that embraces the exploration of individuality. Every individual in our global house has the opportunity to make an impact, learn and be part of our growing, beautiful, and unique story.
At Tapestry, we have the freedom to express ourselves and run with our best ideas across Coach, Kate Spade New York, and Stuart Weitzman. We share a profound belief in both our individual and collective potential, and know that with hard work and dedication, anything is possible.
Prior Experience:
Minimum five (5) years of technical software product support (or similar role) of an enterprise level ecommerce platform
Daily use of project/task management software system.
Cross functional collaboration, working towards launch and/or evolution of digital experience via both Support based Software Development Lifecycle and Project Life Cycle.
Minimum two (2) years working/collaborating directly with Ecommerce business and product teams.
Proven ability to work across a multi-brand/multi-property digital portfolio.
Job Role:
Process and classify support based requests against an established Service Level Agreement.
Lead the escalation of unresolved issues, maintaining ownership through to resolution.
Coordinate and collaborate via a rapid-response technical support (via email and phone) for critical and/or urgent support related requests within 24/7 on call capacity based on a revolving schedule.
Communicate/report opportunities regarding improved product functionality, issue resolution, and increased customer satisfaction to key project and business stakeholders.
Provide on demand post mortem assessments & reporting to key project and business stakeholders related to request execution.
Provide subject matter expertise for functional and technical aspects of integrated Enterprise Ecommerce Platform.
Maintain an up to date, high level of technical knowledge regarding web technology (i.e. SaaS offerings, development trends, and other related technology tools).
Maintenance and management of internal support tools and related roadmaps.
Testing executed requests to ensure expectations and requirements are met.
Demonstrate strong technical acumen for troubleshooting and problem solving.
Able to quickly assess issues and react to changing circumstances and new information.
Familiar with standard concepts, practices, and procedures within a software life cycle (Agile & Waterfall).
Must be able to communicate effectively to IT management as well as business area experts with skills such as empathetic and active listening, while clearly and patiently articulating solutions.
Able to thrive in a fast-paced environment, with a demonstrated strength in time management and comfort with ambiguity.
Salesforce Commerce Cloud (or similar enterprise ecommerce platform).
Working knowledge of popular development languages (HTML, CSS, JavaScript, XML, PHP, MySQL, Microsoft SQL etc).
Internet Protocols: SMTP, HTTPS, SOAP/REST.
Atlassian JIRA & Confluence.
3rd Party commerce integrations across ESP, OMS, WMS, Analytics, Scene7, Ratings & Reviews.
Exposure to GDPR, Pll, and PCI Policies
Bachelor's degree in Computer Science, MIS, Digital/Interactive Communication or related field preferred.
Tapestry, Inc. is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant's or employee's qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. LI-JW1 Visit Tapestry, Inc. at http://www.tapestry.com/
Req ID: 46821
Nearest Major Market: New York City
Nearest Secondary Market: Newark
Job Segment: Web Design, Creative

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