Sr Software Engineer, Product Development

Job Summary

We are looking for a highly motivated OMS L2 Support Engineer to provide production support for our cloud-native Order Management System (OMS). The ideal candidate will have a strong understanding of OMS processes, excellent troubleshooting skills, and the ability to work collaboratively with Engineering, Product, Customer Success, and Operations teams to ensure high system availability and customer satisfaction.

This role requires participation in a rotational shift schedule to provide global production support.

What a day in the life looks like

• Provide Level 2 production support for the Order Management System (OMS) product.
• Investigate, troubleshoot, and resolve production incidents within defined SLAs.
• Perform Root Cause Analysis (RCA) for recurring issues and collaborate with Engineering teams for permanent fixes.
• Analyze application logs, API failures, database records, and cloud infrastructure to diagnose issues.
• Monitor production health, identify trends, and proactively prevent incidents.
• Support application deployments, configuration changes, and production releases.
• Work closely with L1 Support, Product Management, Engineering, QA, and Customer Success teams during incident resolution.
• Create and maintain knowledge articles, troubleshooting guides, and operational runbooks.
• Participate in on-call support and rotational shifts, including weekends and holidays as required.
• Drive continuous improvements in operational excellence, automation, monitoring, and alerting.

What you bring to the team

• Bachelors degree in Computer Science, Information Technology, or a related discipline.
• 3-7 years of experience in Application Support, Technical Production Support, or L2 Support for enterprise applications.
• Experience supporting customer-facing SaaS or cloud-native applications is preferred.

Hands-on experience with most of the following technologies:

• Java, Spring Boot, React JS (basic understanding for UI troubleshooting),JavaScript functions, MongoDB, AWS (Lambda, SNS, SQS, CloudWatch), Apache Camel
• Elasticsearch, Loki, Grafana, REST APIs, Git, Linux/Unix, Command Line Interface (CLI)
• JSON and XML and AI Tools (Claude / Kiro etc.)

Functional Knowledge (Preferred)

Experience with one or more of the following supply chain domains:

• Order Management System (OMS)
• Inventory Management
• Order Promising / Available-to-Promise (ATP)
• Distributed Order Management (DOM)
• Order Fulfillment and Order Lifecycle Management

Knowledge of retail or eCommerce order fulfillment processes is highly desirable.

• Strong analytical and troubleshooting skills.
• Ability to debug issues across distributed microservices.
• Experience using observability and monitoring tools such as Grafana, Loki, and CloudWatch.
• Understanding of cloud-native and event-driven architectures.
• Ability to prioritize multiple production issues in a fast-paced environment.
• Familiarity with Incident, Problem, and Change Management processes.
• Experience working in Agile/Scrum environments.

Qualifications

• 2-6 years of experience in Application Support, Technical Production Support, or L2 Support for enterprise applications.

Work Schedule

• Willingness to work in rotational shifts supporting global customers.
• Participation in an on-call support rotation as required