Magento Support Engineer

at  VML

WHO WE ARE:

At VML, we are a beacon of innovation and growth in an ever-evolving world. Our heritage is built upon a century of combined expertise, where creativity meets technology, and diverse perspectives ignite inspiration. With the merger of VMLY&R and Wunderman Thompson, we have forged a new path as a growth partner that is part creative agency, part consultancy, and part technology powerhouse.
Our global family now encompasses over 30,000 employees across 150+ offices in 64 markets, each contributing to a culture that values connection, belonging, and the power of differences. Our expertise spans the entire customer journey, offering deep insights in communications, commerce, consultancy, CRM, CX, data, production, and technology. We deliver end-to-end solutions that result in revolutionary work.

TECHNICAL SKILLS:

• Strong Magento knowledge: This is a must-have. The candidate should have a deep understanding of Magento’s architecture, functionalities, and common issues. Experience with both Magento 1 and Magento 2 is highly desirable.
• Server administration (Linux): Experience managing web servers (Apache/Nginx), databases (MySQL/MariaDB), and caching systems (Redis/Varnish) is crucial for troubleshooting and performance optimisation.
• Command-line fluency: Comfort using command-line interfaces for server management, log analysis, and troubleshooting is essential.
• Web technologies: Solid understanding of HTML, CSS, JavaScript, PHP, and XML is necessary for diagnosing and resolving front-end and back-end issues.
• Troubleshooting and problem-solving: The ability to systematically identify, analyse, and resolve technical issues is critical.
• Basic networking knowledge: Understanding of networking concepts like DNS, firewalls, and load balancing is beneficial.
• Experience with monitoring and logging tools: Familiarity with tools like New Relic, Datadog, or similar is beneficial for proactive issue identification and performance monitoring.

SOFT SKILLS:

• Excellent communication skills: Clear and concise communication is vital for interacting with clients, developers, and other stakeholders.
• Strong analytical and problem-solving skills: The ability to think critically and find solutions to complex technical problems is essential.
• Time management and prioritisation: The ability to manage multiple tasks and prioritise effectively is crucial in a fast-paced environment.
• Teamwork and collaboration: Working effectively with developers, other support staff, and clients is essential.
• Customer service orientation: A positive and helpful attitude is crucial when interacting with clients experiencing technical difficulties.

IF YOU KNOW SOME OF THIS, EVEN BETTER:

• Experience with cloud platforms: Familiarity with AWS, Google Cloud, or Azure is a plus, especially for managing Magento instances hosted on these platforms.
• Knowledge of DevOps practices: Experience with CI/CD pipelines, automation tools, and infrastructure-as-code is highly beneficial.
• Magento certifications: Holding relevant Magento certifications demonstrates expertise and commitment to the platform.
• Experience with other eCommerce platforms: Familiarity with platforms like SFCC, Shopify, BigCommerce, or WooCommerce can be valuable.
• Knowledge of security best practices: Understanding of web application security and experience implementing security measures is a plus.

AT VML ENTERPRISE SOLUTIONS

Our Enterprise Solutions division houses strategic consultants, creative and technical architects and skilled developers and operators that together help some of the world’s leading organisations to deliver outstanding digital experiences across all major routes to market worldwide: marketplaces, online retailers, D2C, B2B and social platforms. With over 4,200 experts in 55 operational centres across 34 countries, our capabilities span the entire buying journey from customer acquisition, through engagement, to conversion and loyalty, driving multi-channel growth for world-leading brands.
We work with some of the most exciting brands such as The Coca-Cola Company, EY, Bosch, Unilever, Ford, DFS, Mercedes-Benz, Johnson & Johnson, Nestlé, Sainsbury’s, Selfridges, Shell and Tiffany & Co. We’ve built over 500 platforms for brands and retailers and generate in excess of $29bn annually for our clients and work with over 50 strategic partners including Adobe, SAP, Salesforce, HCL, Shopify, Sitecore, BigCommerce, commerce tools and Acquia. Our reputation is based on our people, and we believe we have some of the best in the business.
As our business grows internationally, we’re looking for new people to join us on our journey to inspire and take a key role in shaping some of the best commerce solutions, services, and websites in the world. Working as a team, no problem is insurmountable; we share in our client’s successes and believe that anyone can show creative bravery no matter what their role is in the team.
In our Lisbon or Porto office, you’ll join a team of other specialists who are always ready to help each other. The team is part of our Enterprise Solutions network and works in coordination with our Local and EMEA client leads.

• to perform daily checks & a variety of support tasks within the support team
• provide guidance and support to colleagues and junior members of the team where needed
• to pick up incidents, investigate the root cause and follow their lifecycle through to resolution
• take a pro-active approach to all incidents and problems raised
• ensure customers are updated and tickets are managed with the correct level of information
• Interact with surrounding support teams to consult on issues and escalate to the SME’s where needed
• address a variety of ad-hoc queries and run various reports where needed.
• demonstrate ownership at all times to the customer and within the team
• data interface/scheduled job monitoring with their associated issue resolution to ensure that all systems are running issue free
• engage in scheduled work to undertake system upgrades & deployments
• mentoring more junior members of the team
• Participate in an on-call rota addressing issues out of hours.