The Role

Customer Success Engineer III

Act as a technical single point of contact for Enterprise Commerce customers and their technical agencies.
This will include onboarding calls and presentations to new customers, provisioning Commerce Cloud infrastructure, technical support to customers during their development phase, launch readiness support, and supporting customers after launch.
This is a customer facing role, owning, and developing the relationship with assigned customers.
Monitor E-commerce customer’s sites using New Relic infrastructure and Application Performance monitoring tools, to proactively identify and solve any infrastructure or application issues that need addressing before they cause more serious issues.
If an ecommerce site has an issue that causes a service interruption, follow an incident management process, set up and facilitate a situation room and coordinate all the right people and specialists to bring the customers' site back up again as soon as possible!
Tackle issues when they do arise, in the Commerce application or in the underlying cloud infrastructure, calling on specialist technical resources when required.
Work with other internal teams such as the Commerce Cloud Support team, Sales, and Professional Services teams to enable customers to meet their business objectives.
Work with our hosting partners on AWS (and sometimes Azure) infrastructure sizing and optimization for customers.
Take ownership of special technical projects, keeping the role varied and your technical knowledge up to date with groundbreaking technologies.
Be available from time to time for on call responsibilities which are shared among the team

Skills

Experience with Magento, preferably with some exposure to hosting on Adobe Commerce Cloud.
Experience with solving technical problems on high traffic web applications – application and infrastructure troubleshooting
Experience in working directly with customers in a technical role, looking after technical and business partners
Incident Management and Root Cause Analysis experience
Previous experience with cloud hosting providers, including AWS cloud infrastructure.
Knowledge of New Relic or similar monitoring tools.
Knowledge of performance testing and using tools such as JMeter.
Ability to adapt to change and excel in high-stress situations.

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