<p>SFCC Support Manager</p><p>$125K - $150K + benefits</p><p>Location: Los Angeles area and hybrid 3x onsite in El Segundo preferred.</p><ul><li>Flexible for more hybrid arrangements: Open to considering candidates from the extended SoCal area. <strong>Must be onsite either weekly or every other week if further from the office.</strong></li></ul><p>We are looking for an experienced Salesforce Commerce Cloud Support Manager to join our team in Los Angeles, California. In this role, you will focus on managing and resolving technical issues related to retail and e-commerce applications, ensuring seamless operations and collaboration with stakeholders. This position requires a proactive approach to troubleshooting and a strong understanding of Salesforce Commerce Cloud and related integrations.</p><p><br></p><p>Responsibilities:</p><p>• Provide hands-on technical support to troubleshoot, analyze, and resolve application issues, including root cause analysis and trend identification.</p><p>• Act as the first point of contact to address operational challenges, escalating complex issues to engineering teams as needed.</p><p>• Collaborate with vendors to manage Level 1 support teams and oversee triage processes for consistent issue resolution.</p><p>• Monitor production logs, address integration needs, and ensure system functionality, including website availability and checkout processes.</p><p>• Resolve payment processing issues involving platforms such as PayPal and Afterpay, as well as Order Management System-related challenges.</p><p>• Ensure compliance with Salesforce Commerce Cloud standards and drive process improvements to enhance system efficiency.</p><p>• Partner with business stakeholders to address technical concerns and quickly respond to reported problems.</p><p>• Provide insights and feedback to engineering teams to improve system reliability and performance.</p><p>• Maintain 24/7 availability for on-call support to address urgent issues in a fast-paced environment.</p><p>• Collaborate with cross-functional teams to ensure seamless operations and system enhancements.</p>

• Minimum of 5 years of experience in application support, with a focus on retail and e-commerce systems.<br>• In-depth knowledge of Salesforce Commerce Cloud and related integrations.<br>• Strong technical skills to analyze data, navigate dashboards, and troubleshoot system configurations.<br>• Proven ability to manage vendor-based Level 1 support teams and oversee triage processes.<br>• Experience resolving issues related to payment processing, order management systems, and website functionality.<br>• Familiarity with production log monitoring and integration requirements.<br>• Excellent communication and collaboration skills to interface with business partners and stakeholders.<br>• Availability for 24/7 on-call support to address urgent system issues.

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