Head of Commerce Support
We are looking for our newest Head of Commerce support. If you are passionate about quality development and enjoy making a difference to digital solutions then apply below.
We usually respond within a day
As Head of Commerce Support, your primary goal is to ensure the maximum uptime for CTI’s Commerce clients. You will drive client satisfaction by monitoring and resolving support tickets and coordinating with the Support Services Director, First-Line Support, Development and Account Management teams. Your role is instrumental in ensuring that our solutions meet the highest standards of reliability, security and efficiency.
The position requires a diverse scope of development responsibilities across multiple platforms which include Adobe/Magento, BigCommerce and Shopify. Candidates will be expected to demonstrate knowledge of the various applications and the associated tooling which is required to support them.
Working with:
Support Services Director
Commerce Director
Chief Technical Officer
Systems Administrators
Continual Enhancement Project Managers
Support Success Managers
Senior Business Leads
Commerce Clients
Duties and responsibilities:
Triage
You will work with the Support Services Director and First-Line teams to ensure tickets flow through the correct workstreams.
Monitoring
You will actively work with and contribute to CTI’s monitoring and reporting solutions to ensure we track and monitor critical KPIs. You will do this using CTI’s application tools, which include but are not limited to New Relic, Datadog, PagerDuty, Pingdom and Scalyr.
You will collaborate with the Support Services Director to ensure we distribute meaningful alerts through the appropriate channels.
Recruitment
As Head of Commerce Support, you will be involved in recruiting new support developers to join the team. You will also help define the job descriptions, interview questions, and overall recruitment strategy of the Commerce team.
Management
You will be responsible for managing the developers in the support team. You will help their professional development by mentoring them, recommending training, and setting objectives as part of the appraisal process.
Process
You will work with the Support Services Director and Head of Commerce Development to:
Streamline new client’s health checks and onboarding activities.
Proactively engage in conversations around platform upgrades and security patches.
Contribute to technical documentation on a regular basis, documenting key points of integration.
Contribute to client support proposals from a hosting and architecture perspective.
Contribute to the wider business processes to improve efficiency and communication.
Smoke Testing
You will work with the Quality Assurance and Development teams to create reliable and reusable test programs that cover vital parts of the application including but not limited to sign-in, checkout, register, abandoned cart etc.
Deployments:
You will work with Systems Administrators to improve the deployment process, which includes, but is not limited to:
Improving the release management process and underlying documentation.
Improving the CI/CD pipelines to minimise downtime and reduce regressions.
Ensuring that where applicable, automated tests are present and running on builds.
Maintenance and Documentation:
You will work with systems administrators to establish a maintenance framework for commerce sites, which will:
Ensure that supported codebases are staying abreast of technology changes, which include but are not limited to:
PHP
MYSQL
Redis
Varnish
Rabbit MQ
Elastic Search
Work with account managers to inform them about upcoming security patches and releases.
Identify gaps in project documentation that are vital to the ongoing support of an application.
Incident Reporting
You will be responsible for working with the wider business on Incident reporting and response, ensuring that lessons learned are cascaded throughout the business and appropriate retrospective action is taken on the required codebases.
Location: Our head office is in Manchester city centre (Ancoats) - we adopt a hybrid working model (2 days in the office per week)
Salary: £55K to £60K
Why CTI Digital?
Having recently received a £25 million investment, CTI is now on an accelerated path with growth in several areas across the business and its other brands. We are committed to ensuring our employees have the best possible opportunities to learn and develop along the way, offering continued professional development days for all levels of the business with a dedicated budget. We pride ourselves on providing high-quality services to clients and recognise the hard work that our staff do that's why we also offer many other benefits including:
- 28 days annual leave, in addition to the bank holidays
- Six days per year for your continuing professional development (CPD)
- Personal training and development fund
- Workplace nursery scheme
- Health cash plan
- Cycle-to-work scheme
- Life assurance scheme
- Flexible working hours
- Employee Assistance Programme
- Annual subscription to Leafyard, a mental wellbeing platform
- Pension 4% matched
- Free breakfast on a Monday (if in the office)
- Company socials
At CTI Digital, we are committed to fostering an inclusive, equal and diverse workplace. We encourage candidates from all backgrounds & communities to apply. If you are a skilled professional with a passion for digital transformation to help businesses succeed, we would love to hear from you. You can also find out more about our work with equality, diversity and inclusion here.
- Department
- Support Services
- Locations
- Head Office
- Remote status
- Hybrid Remote
- Yearly salary
- £55,000 - £60,000
Head of Commerce Support
We are looking for our newest Head of Commerce support. If you are passionate about quality development and enjoy making a difference to digital solutions then apply below.
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