Webshop Incident Handler (Ecommerce)

Company

hirify.global is a global e-commerce company founded in 2006 that serves millions of customers with a broad product selection and invests in employee development.

What you will do

• Handle and coordinate webshop incidents across critical customer journeys, including product pages, cart, checkout, and orders, ensuring escalation, follow-up, and closure.
• Support Post-Incident Reviews and Root Cause Analysis by collecting issue details, logs, timelines, and business impact.
• Monitor recurring incident patterns, logging gaps, and operational bottlenecks to drive structural improvements.
• Analyze webshop data anomalies and distinguish between data defects, configuration problems, and technical failures.
• Document investigation outcomes, recurring issues, and incident-handling guidelines.
• Work with Product Owners, developers, QA, and other stakeholders; gather requirements, write user stories, and help define acceptance criteria when supporting as a Business Analyst.

Requirements

• 2–5 years of experience in webshop operations, e-commerce support, incident management, business analysis, or related operational roles.
• Experience with webshop platforms such as SFCC and operational tools including Jira, Datadog, and SQL.
• Familiarity with incident management, Root Cause Analysis, and service management processes.
• Strong understanding of end-to-end webshop journeys, including account management, checkout, and order flows.
• Customer-focused and hands-on approach, with ownership of incidents through resolution and attention to minimizing business and customer impact.
• Strong analytical and problem-solving skills, including identifying root causes, connecting technical issues to business outcomes, and implementing sustainable improvements.
• Effective communication and collaboration skills, with the ability to work independently and coordinate with technical and business stakeholders across cross-functional teams.

Culture & Benefits

• Freedom to seize opportunities and grow within a global e-commerce company.
• Investment in personal growth and development.
• Bold, practical, and experimentation-oriented company culture.

Hiring process

• An assessment is part of the recruitment process.