McFadyen Digital is the leading advisor and implementer of eCommerce Marketplace solutions.  During 15 years of implementing marketplaces, we’ve built dozens of platforms that cumulatively generate billions of dollars of gross merchandise value (GMV).  We’re honored to have supported 10% of the Fortune 500 with their digital marketplace initiatives.  Over 250 global brands like ABB, AB InBev, ACCO, Albertsons, American Red Cross, American Eagle Outfitters, US Army, US Agriculture Dept, (and many more) have entrusted their digital transformations to McFadyen. We operate global offices across the US, Brazil, and India. McFadyen Digital has been a trusted employer for 35 years and believes that people are the most important part of our company.  We’re proud of our Great Place to Work certification. 

McFadyen Digital is a global consultancy transforming the way companies deliver digital commerce. We specialize in building future-ready platforms using composable, headless, and cloud-native architectures. Our clients include some of the world’s largest brands, and our team is a collaborative group of technologists passionate about modern software design. Join our collaborative, innovation-driven team to make a lasting impact on digital commerce.

Learn more about us at our website: www.mcfadyen.com

Responsibilities
• Evaluate user issues, complaints, and requests through various channels such as live chat, phone, and email.
• Work with cross-functional teams from different vendors and departments to assess problems and align on the functional impact on the organization’s operations.
• Actively troubleshoot issues as they arise, supporting brainstorming sessions with client stakeholders and vendors to evaluate and identify technical solutions.
• Support client management in making informed decisions on how to handle problems, incidents, and requests.
• Communicate incidents or requests to colleagues and other teams.
• Escalate tickets to higher-level support for additional guidance when an incident or request is complex.
• Maintain records of issues, incidents, requests, and corresponding post-incident analysis reports, workarounds, and implemented fixes.
• Maintain and update technical and user manuals, support scripts, and procedures.
• Manage support ticketing systems.
• Appropriately report all activities carried out.

Skills
• Excellent verbal and written communication skills.
• Ability to translate complex ideas for non-technical stakeholders.
• Fluency in English.
• Experience working collaboratively in international environments.
• Leadership.
• Ability to learn and understand IT management software.
• Ability to diagnose and resolve application issues.
• Flexibility, attention to detail, and a willingness to go the extra mile.
• Ability to multitask effectively.
• Patience, understanding, and empathy.
• Critical thinking, diagnostic, and problem-solving skills.

• Previous experience in Technical or User Support.
• Educational background in IT or Information Systems.
• Familiarity with Agile methodologies and IT service operations (ITIL certification is a plus).
• Understanding of key business concepts and processes such as customer experience, CRM, sales, accounting, taxes, logistics, etc.
• Experience supporting eCommerce solutions (experience with Adobe Magento is a plus).
• Familiarity with ALM (Application Lifecycle Management) concepts.
• Experience supporting applications and related technologies/environments:
• APIs and microservices architecture
• Web servers, application containers, caching technologies
• Relational databases (SQL, procedures, data modeling)
• Software coding and scripting
• Experience with SQL, KPIs, and dashboards.
• Knowledge of popular programming languages like Java, JScript, .Net, and HTML is a plus.

Additional Information
• Work routine aligned with U.S. business hours and holidays.
• Required to work in shifts with other team members to support a 12/7 on-call support model (the remaining 12/7 hours are handled by our offshore team in India). The on-call rotation occurs once a month for one week.
• Depending on the request or severity of the incident, you may be asked to work on tickets outside of regular business hours.

What We Can Offer You:

A career with thought leaders who literally wrote the book on Marketplace Best Practices.
A career in the fast-paced world of retail eCommerce, digital marketplaces, and platform businesses.
A career with first movers who are deploying new business models and strategies worldwide.
A career in a flat management structure without a rigid hierarchy and bureaucracy.
A career in a culture that rewards creativity and innovation, risk-taking and teamwork.

Additional Information:

Our Core Values: Caring, Adaptable, Proactive Ownership, Empowering Clients

Keywords: Application Support Analyst, Application support, Incident management, Troubleshooting application issues, Root cause analysis, Performance monitoring, API support, API debugging, Database management, IT support, IT operations, Escalation procedures, eCommerce support, Application uptime, Application stability, Business continuity, Client communication, Customer service, Problem-solving, Critical incident management

eCommerce & Marketplace Platforms:
Adobe Commerce (Magento), Salesforce Commerce Cloud (SFCC), SAP Hybris, Mirakl, ChannelAdvisor, IBM WebSphere Commerce, BigCommerce, Shopify Plus, commercetools, Oracle Commerce, Elastic Path, Spryker

Technology & Tools:
CRM (Salesforce), SaaS Sales, PIM (Product Information Management), CPQ (Configure Price Quote), CMS (Content Management Systems), OMS (Order Management Systems), ERP (Enterprise Resource Planning), BI Tools (Business Intelligence)

McFadyen’s goal is to ensure that our clients are able to maximize the return on their technology investment by providing better service to their clients, partners and internal teams. At McFadyen we truly believe our employees are our most valuable asset. Across our locations in the US, Brazil and India, we offer a world class work culture that enables top notch delivery for some of the world’s most influential companies.

McFadyen Digital is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under federal, state or local law, where applicable.

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