2 months ago
Porto, PortugalMid Level / Senior
Responsibilities
- Provide production support for the B2B Shopify eCommerce platform and help ensure high availability and business continuity.
- Monitor application health, integrations, production environments, integration jobs, APIs, webhooks, and data synchronization.
- Investigate, troubleshoot, and resolve incidents involving Shopify, Azure middleware, ASPOS, payments, authentication, and third-party integrations.
- Perform root cause analysis and document findings, preventive recommendations, runbooks, knowledge articles, and support procedures.
- Manage and prioritize support tickets according to SLAs while maintaining clear stakeholder communication.
- Coordinate with business users, customer support, developers, QA, and infrastructure teams to resolve production issues.
- Validate production fixes, configuration changes, emergency deployments, and release activities, including hypercare and post-release monitoring.
- Analyze logs, API responses, middleware transactions, and system alerts to diagnose issues.
- Support user management, access-related issues, basic Shopify configuration, production readiness, and transition of new features into support.
- Participate in on-call support and production incident management, including off-hours coverage when required.
Requirements
- 3–5 years of experience in application production support, preferably with eCommerce platforms.
- Hands-on experience supporting Shopify-based eCommerce applications in production.
- Understanding of Shopify Admin, Shopify APIs, webhooks, orders, products, customers, and B2B commerce capabilities.
- Experience troubleshooting REST APIs, JSON payloads, and integration-related issues.
- Familiarity with Azure services and middleware platforms such as Azure Integration Services, Boomi, or similar.
- Experience supporting ERP, POS, payment gateway, identity provider, and third-party integrations.
- Strong understanding of incident management, problem management, SLA-driven support, and ITIL best practices.
- Experience with monitoring and logging tools for production issue and system performance analysis.
- Familiarity with SQL queries and basic data analysis.
- Experience with Azure DevOps, Jira, ServiceNow, or similar ticketing and work management tools.
- Knowledge of Git, release management, and deployment processes.
- Ability to perform root cause analysis and recommend long-term corrective actions.
- Strong analytical, troubleshooting, communication, stakeholder management, and written and verbal English skills.
- Proactive attitude, attention to detail, ability to work under pressure, and willingness to participate in production support rotations and off-hours support.
Benefits
- Opportunity to interact with clients and support impactful business change.
- Entrepreneurial environment with opportunities at both client and Metyis.
- International, diverse, collaborative, and multidisciplinary team environment.
- Participation in production support rotations and off-hours support when required.
