enableITToronto, Canada
Work Model: 4x/week onsite.
We're looking for an Application Support Engineer to support critical, customer-facing eCommerce platforms. This role focuses on monitoring, incident response, and ensuring platform stability during high-traffic business events.
Provide L1/L2 support for production eCommerce applications
Monitor platforms using dashboards, alerts, and log analysis
Respond to incidents and service requests within defined SLAs
Perform initial triage, root cause analysis, and escalate to engineering teams when needed
Participate in Major Incident Management (MIM) calls and provide timely updates
Support high-traffic events such as promotions and peak seasons
Maintain runbooks, SOPs, and knowledge base documentation
Track and report KPIs including incident volume, MTTR, and SLA compliance
6+ years in application/cloud support roles
Hands-on experience with Google Cloud Platform (GCP)
Experience with monitoring/observability tools (Grafana, Datadog, Splunk, New Relic, or similar)
Strong troubleshooting and root cause analysis skills
Familiarity with ServiceNow and JIRA
Working knowledge of APIs, logs, batch jobs, and application integrations
Experience supporting retail or eCommerce platforms
EEO StatementAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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