Technical Support Analyst, Commerce

About Us:

At Sitecore, our mission is to simplify how brands reach, engage, and serve people by delivering intelligent, personalised digital experiences that connect the world. We empower the world’s most iconic brands to build lifelong relationships with their customers—seamlessly, smartly, and at scale.

As the leading provider of agentic digital experience software, Sitecore brings together content, commerce, and data into one composable platform that enables brands to deliver millions of meaningful, adaptive experiences every day. Trusted by global leaders such as American Express, Porsche, Starbucks, and L’Oréal, Sitecore helps brands transform engagement through experiences that are not only personalised but predictive and dynamic.

Our foundation is our people — a diverse, passionate, and collaborative global team spanning over 25 countries. We believe that every experience matters, and that belief starts with how we work together. Our values—empathy, accountability, clarity, and growth—guide how we lead, innovate, and connect. They are the behaviors that bring our mission and vision to life, every day, in every interaction.

As we continue to evolve, we are actively cultivating AI skills across our teams to unlock new levels of creativity, efficiency, and insight. From engineering to customer experience, AI capabilities are becoming integral to how we design, build, and deliver the next generation of digital experiences.

Learn more at Sitecore.com

About the Role:

Sitecore is looking for a Commerce Technical Support Analyst to become a member of the eCommerce Support Team.

This role is ideal for someone with strong technical troubleshooting skills, experience in integrations and APIs, and a passion for delivering exceptional customer support. We are seeking candidates who demonstrate a strong passion for learning emerging technologies, take initiative in driving projects forward, and possess the ability to lead tasks from inception to successful completion with minimal oversight.

The eCommerce Support Team is responsible for working closely with internal teams and external clients to resolve complex issues, support integration projects, and ensure seamless operation of our eCommerce platforms (OrderCloud and Storefront).

Sitecore will provide the necessary training on the Sitecore systems and used tools.

What You’ll Do:

• Diagnose and resolve complex technical issues across eCommerce platforms.

• Analyze logs, error messages, and system behavior to identify root causes.

• Assist in supporting customer-facing integration projects (Order, Inventory, Punchout, etc).

• Work with JSON payloads and headless APIs to ensure proper data exchange.

• Use SQL or equivalent tools to query databases for issue analysis and reporting.

• Learn and support embedded tools/integrations within the eCommerce platforms such as Pageflex, PayPal, UPS, FedEx, TaxCloud, and Sitecore Search.

• Serve as a technical point of contact for customers and partners.

• Provide timely updates and resolutions via ticketing systems and direct communication.

• Participate in cross-functional projects involving product enhancements, platform migrations, and new feature rollouts.

• Excellent problem-solving skills, clear written and verbal communication, ability to collaborate across the teams.

• Willingness to participate in a 24x7 on-call rotation supporting USA business hours and occasional weekend or after-hours support.

What You Need to Succeed:

• 2–4 years of experience in technical support or systems analysis, preferably in eCommerce or SaaS environments.

• Proficiency in troubleshooting APIs, JSON, and web integrations.

• Solid understanding of relational databases and SQL.

• Experience with headless commerce platforms or MACH architecture is a plus.

• Strong communication skills and customer-facing experience.

• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

Additional Skills That Could Set You Apart:

• Familiarity with tools like Postman, Jira, Confluence, and ticketing systems.

• Exposure to using KQL to query Azure application logs.

• Expertise in domain and SSL Certificate management.

• Working knowledge of design tools like Adobe and Pageflex.

How We Hire:

At Sitecore, we put a lot of care and time into who we hire. We believe that in order to build the best products, we need to build high impact teams. Our recruitment process centers around what we call the Life Story interview, a conversational-style interview where we get to learn more about you.