Commerce Platform Support Lead

Location: Charlotte, NC (Remote-working)

Workplace Type: Remote

Department: IT

The Commerce Platform Support Lead is responsible for the day‑to‑day administration, configuration, monitoring, maintenance, and support of enterprise e-commerce platforms. This hands‑on role combines functional and technical expertise to keep B2B commerce solutions stable, secure, and effective, including core integrations with enterprise resource planning (ERP) systems and related services.

You will provide ongoing production support for e-commerce operations, user access, catalogs, customer and product data, ordering workflows, integrations, and pricing structures. Working closely with business stakeholders, IT support teams, ERP specialists, vendor support, and external partners, you will investigate issues, coordinate fixes, execute routine changes, and maintain high reliability across all supported environments.

• Administration & Configuration: Administer and support e-commerce environments, global settings, users, roles, permissions, storefront configurations, and operational processes.
• Monitoring & Health: Monitor platform health, scheduled processes, system integrations, and data synchronization; investigate failures and coordinate timely resolution.
• Production Support (L2/L3): Provide comprehensive production support for issues involving user access, product content, catalogs, customer accounts, pricing, inventory availability, checkout, order submission, and order status.
• Integration Troubleshooting: Troubleshoot functional and technical issues across e-commerce platforms, ERP systems, APIs, OData, middleware, and related applications.
• Root-Cause Analysis: Perform root-cause analysis, document findings, apply or coordinate corrective actions, and track incidents through to formal closure.
• Change Management: Execute routine configuration changes and minor enhancements in accordance with structured change-management and release processes.
• Testing Support: Support integration and regression testing for platform updates, bug fixes, configuration adjustments, and dependent-system releases.
• Data Stewardship: Maintain customer, product, catalog, content, and commerce configurations in active partnership with business data owners.
• Pricing & Discount Support: Support complex customer-specific pricing, trade agreements, and discount scenarios across e-commerce, ERP, and specialized pricing modules where applicable.
• Vendor & Partner Coordination: Coordinate support cases and escalations with software vendors, Microsoft ecosystem partners, integration consultants, and internal technical teams.
• Documentation & Runbooks: Maintain up-to-date platform documentation, configuration records, knowledge articles, operational runbooks, and known-error repositories.
• User Enablement: Assist business users with platform questions, issue reproduction, functional training, and the adoption of supported commerce capabilities.
• Operational Reporting: Provide operational status updates, incident trends, risk assessments, and support metrics to application owners and relevant leadership stakeholders.

• 5+ years of experience supporting ERP-integrated e-commerce or core business applications, including hands‑on administration of enterprise B2B e-commerce platforms.
• Strong functional and technical understanding of e-commerce platform administration, security frameworks, catalog management, customer accounts, ordering workflows, and production operations.
• Proven troubleshooting expertise in managing production incidents, resolving integration and data flow issues, executing root‑cause analysis, and coordinating cross‑functional resolutions with internal teams and external vendors.
• Deep…