What are the responsibilities and job description for the Salesforce Commerce Cloud position at ProwessSoft?
Job Title: Salesforce Commerce Cloud Tech Support lead
Location: Atlanta, GA
Duration: 6 Months
Job Description:
1. Monitor SFCC site uptime, scheduled jobs, OCAPI/API availability, order flows, and system logs.
2. Monitor SFMC (MCE & MCP) journeys, automations, email sends, API usage, and batch activity.
3. Acknowledge, categorize, and triage alerts from monitoring tools (New Relic, Splunk, CloudWatch, SFMC logs).
4. Perform first-level troubleshooting for email delivery issues, failed sends, HTML/CSS rendering problems, or basic SQL/automation failures.
5. Validate email deliverability: bounces, suppressions, spam indicators, and send logs.
6. Perform initial checks for REST API failures, authentication issues, or data sync gaps.
7. Escalate incidents to L2 with complete diagnostic information (logs, timestamps, payloads, reproduction steps).
8. Conduct post-deployment health checks for SFCC & SFMC environments.
9. Track all incidents through SLA-driven updates and ensure timely communication with stakeholders.
10. Follow incident and change management processes for ticket creation, updates, and approvals.
11. Interact with customers/business teams to gather initial details or clarify symptoms before escalation.
12. Demonstrate self-motivation, continuous learning, and the ability to perform monitoring tasks independently.