Digital Support Engineer (Emerging Channels & Technology)

Digital Support Engineer (Emerging Channels & Technology) About the position The Technical Operations Engineer is responsible for supporting and maintaining the operational health of EMBRACE-managed marketplace and commerce integrations, with a focus on TikTok Shop, Rithum, order management workflows, and cross-platform integrations. This role serves as the first layer of operational engagement for production support, monitoring, incident triage, troubleshooting, and coordination across distributed commerce systems. You will work across marketplace platforms, middleware, APIs, fulfillment workflows, and operational tooling to ensure reliable and scalable commerce operations. The role combines technical troubleshooting, proactive monitoring, incident coordination, and operational process ownership to support rapidly growing marketplace and social commerce capabilities. How you will make a difference Monitor and support operational workflows across emerging channels (e.g. TikTok Shop), Rithum Marketplace integrations, SFCC/SFOMS integration flows. Serve as the first responder for production incidents and operational issues Monitor order lifecycle workflows Review and triage alerts from monitoring and incident management platforms Troubleshoot issues across APIs, webhooks, middleware, and distributed systems Identify, track, and coordinate resolution of failed or stuck transactions Partner with engineering teams to escalate and resolve platform or integration issues Coordinate with external vendors and partners Support controlled launches, production validations, and operational readiness activities Maintain operational runbooks, SOPs, troubleshooting guides, and escalation procedures Identify opportunities for automation, monitoring improvements, and operational efficiency Support release monitoring and post-deployment validation activities You are A technically strong operations/support professional comfortable working across multiple enterprise systems Skilled at troubleshooting distributed integrations and operational workflows Interested in applying AI and automation to real-world workflows Comfortable working in fast-moving commerce and marketplace environments Highly organized and process-oriented with strong attention to operational detail A collaborative partner to engineering, product, QA, and external vendors Able to navigate ambiguity and contribute to emerging technology initiatives Proactive in identifying operational risks and improvement opportunities Calm and effective during production incidents and high-priority operational events You Have 4+ years of experience in technical operations, production support, or integration support roles Experience with Salesforce platforms (SFCC - preferred). Experience supporting APIs, middleware, or distributed systems Strong troubleshooting and incident triage skills Experience working with E-commerce or order management systems, integration workflows and webhooks, Monitoring & Logging tools Familiarity with REST APIs, JSON payloads, and API troubleshooting tools (Postman, etc.) Experience with incident management and ticketing systems (PagerDuty, Jira, etc.) Ability to analyze logs, error patterns, and operational trends Strong communication and coordination skills across technical and business teams Helpful Skills Experience with TikTok Shop, Rithum, SFOMS Experience supporting marketplace or social commerce platforms Exposure to monitoring/observability platforms (like Grafana) Familiarity with automation or scripting for operational tasks Experience supporting production launches and release validation Familiarity with Azure services and cloud-based integration architecture