SFCC Support Engineer

*SFCC Support Engineer*

*Experience: 3 Years*

*Remote | Shift-based Support Model (D2C E-commerce)*

*Role Summary*

As a Junior SFCC Support Engineer (OMS), you will work as part of the support team

managing post-order workflows in a high-volume, multi-regional Salesforce Commerce

Cloud (SFRA) and OMS environment. Your role is to monitor and support order flow issues,

assist in integration troubleshooting, and ensure orders move seamlessly between SFCC,

OMS, ERP (Oracle), and fulfilment systems.

Responsibilities

 Monitor and support order lifecycle events such as order capture, payment, fulfilment,

cancellations, and returns.

 Assist in resolving L1 issues related to payment gateway (Braintree), tax (Avalara),

and order sync errors.

 Track and investigate order failures originating from SFCC storefronts using OCAPI

logs and SFCC Business Manager.

 Escalate complex OMS, OCI, and integration issues to Senior Engineers and

document findings.

 Collaborate with Customer Service and QA teams to validate and close post-order

issues.

 Help validate warranty and appeasement flows triggered from Service Cloud agents.

 Create and maintain basic support documentation and known error records.

Technical Skills

 Understanding of Salesforce Commerce Cloud (SFRA) architecture and OCAPI-

based interactions.

 Awareness of Salesforce OMS and OCI modules, including order visibility and

fulfilment stages.

 Basic experience with tools like Postman, JSON viewers, and Salesforce Debug

Logs.

 Comfortable using ticketing systems, support dashboards, and basic log parsing.

 Knowledge of D2C e-commerce operations and fulfilment workflows is a plus.

Soft Skills

 Curiosity to learn and adapt within a multi-system, high-volume E-commerce

environment.

 Strong communication and collaboration abilities to work with globally distributed

teams.

 Detail-oriented mindset with willingness to follow runbooks and SOPs diligently.

Preferred (Nice-to-Have)

 Exposure to Salesforce Order Management System (OMS) workflows.

 Basic knowledge of OCAPI/SCAPI, inventory sync, and order cancellation flows.

 Understanding of Service Cloud and Order on Behalf (OOBO) use cases.

Certifications (Optional but Advantageous)

 Salesforce Order Management Accredited Professional

 Salesforce B2C Commerce Developer (Trailhead modules or certifications)

Job Types: Full-time, Contractual / Temporary
Contract length: 6 months

Pay: ₹120,000.00 - ₹130,000.00 per year

Benefits:

• Work from home

Work Location: Remote