Lead Technical Support Engineer (eCommerce)

TL;DR

Lead Technical Support Engineer (eCommerce): Monitoring and optimizing the performance of digital application products with an accent on incident, problem, and change management. Focus on troubleshooting complex issues, driving bug fixes, and ensuring high availability architecture for dealer tools.

Location: Must be based in Broomfield, Chicago, Peoria, or Irving (USA). Relocation is not available.

Salary: $128,470.00 - $192,710.00

Company

hirify.global is the world’s leading manufacturer of construction and mining equipment, operating a digital arm (Cat Digital) to build industry-leading digital solutions.

What you will do

• Act as a service level manager to ensure application availability and meet issue resolution targets.
• Manage the full incident lifecycle: identification, prioritization, investigation, troubleshooting, and debugging.
• Oversee change management by managing tickets and implementing bug fixes.
• Coordinate problem management activities to identify root causes and implement permanent corrective actions.
• Document issues and provide follow-up on resolution processes with internal and external teams.
• Develop and maintain a digital products knowledge base and training materials.

Requirements

• College or university degree, technical certification, or equivalent working experience.
• Must be based in the USA (specified locations); relocation and visa sponsorship are not available.
• Experience in application support and Problem Management.
• Proficiency with IT Service Management (ITSM) and Azure DevOps.

Nice to have

• Experience with eCommerce solutions, specifically HCL Commerce version 9.
• Expertise with high availability architecture.
• Strong background in organizational incident, problem, and change management.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance.
• 401(k) savings plans, Health Savings Account (HSA), and Flexible Spending Accounts (FSAs).
• Paid time off plan including vacation and holidays.
• Career development opportunities within a Fortune 100 leader.
• Parental leave, adoption benefits, and tuition reimbursement.