About the Role We are looking for a Senior Fluent Commerce OMS Support Engineer to join our dynamic team and play a key role in ensuring the reliability and performance of our Order Management System (OMS). In this role, you will be responsible for providing Level 2 support for production applications, resolving incidents, managing service requests, and improving support processes. You will work closely with L1 support, engineering teams, and business stakeholders to maintain a smooth and scalable support environment. Key Responsibilities • Provide second-line support for production incidents, service requests, and user queries within defined SLAs • Troubleshoot new or undocumented issues and coordinate resolution with Level 3 support as needed • Maintain and update runbooks, SOPs, and the support knowledge base • Perform ad-hoc tasks and prepare operational and business reports • Participate in problem, change, event, and knowledge management processes • Create post-incident analysis and root cause reports, sharing findings with stakeholders in a timely manner • Perform effective shift handovers and contribute to 24/7 support coverage as needed • Work closely with L1 and L3 teams to ensure seamless coordination on escalations, updates, and change deployments • Identify opportunities for automation of manual support tasks and work with engineering teams to implement them • Support internal knowledge sharing and contribute to reusable support tools and assets • Continuously develop skills to prepare for L3-level responsibilities Required Skills & Qualifications • Fluent Commerce OMS: Hands-on experience with the Fluent Commerce Order Management System, including order lifecycle, inventory visibility, and fulfillment orchestration • Java/J2EE: Proficiency in enterprise application support and debugging with Java, including Servlets, JSP, EJB, JDBC, Spring, and RESTful APIs • SAP GUI: Familiarity with SAP GUI for ERP interactions, transaction monitoring, and supporting data operations • Experience supporting e-commerce platforms and integrations across front-end and back-end systems • Strong understanding of ITIL-based support processes (Incident, Problem, Change, and Knowledge Management) • Ability to correlate technical architecture with functional workflows • Proven track record in managing and resolving production issues in complex environments Preferred Skills • Understanding of accessibility compliance and debugging using developer tools • Exposure to cloud environments (AWS, Azure, etc.) and modern deployment pipelines • High-level understanding of cloud infrastructure, services, and application monitoring • Ability to interpret application logs and explain issues and resolutions provided by development teams Key Personal Attributes • Strong analytical and systematic problem-solving skills • Effective communicator with a customer-focused mindset • Proactive, self-motivated, and adaptable in a fast-paced environment • Ability to work under pressure and prioritize tasks effectively • Willingness to work in a rotational shift model, including nights/weekends as needed