Technical Support Lead - eCommerce Systems

Technical Support Lead - eCommerce Systems

Apply locations UK - Richmond
Time type Full time
Posted on Posted 30+ Days Ago
Job requisition id R90917

Are you passionate about delivering excellent Customer Service? Do you thrive in a global, multi-platform eCommerce environment, collaborating with international teams, developers, and suppliers?

About our Team

The role resides within the Global Technology Operations team, supporting our integrated platform that provides Digital, Sales, Finance & Marketing solutions. The team focuses on operational improvements and delivering excellent customer experiences.

About the Role

The Technical Support Lead for eCommerce and registration is responsible for managing the technical service for our applications, ensuring stability and capability. This hybrid role acts as a primary escalation point and provides senior technical support to users and support teams, resolving time-critical application issues using various tools and communication methods.

Key Responsibilities

1. Serve as the Technical Service Owner for assigned applications, ensuring SLAs, KPIs, and XLAs are met.
2. Manage daily operations of services in scope.
3. Monitor and optimize platform performance.
4. Analyze performance metrics to identify improvements.
5. Handle complex troubleshooting, root cause analysis, and remediation.
6. Implement corrective actions to minimize downtime.
7. Collaborate with internal teams, partners, and third-party vendors.
8. Create and maintain technical documentation and SOPs.
9. Oversee setup and configuration of new features.
10. Monitor platform performance and usage trends to ensure reliability and scalability, leveraging analytics for capacity planning.
11. Understand backup and recovery procedures.

Additional Responsibilities

Customer Engagement: Communicate effectively with diverse audiences, including senior management.

Compliance and Risk Management: Identify and mitigate risks, participate in audits.

Vendor Management: Maintain relationships with service providers, collaborate on software agreements.

Cost Optimization: Identify savings opportunities, forecast budgets.

Reporting and Communication: Report on SLAs, KPIs, XLAs, and manage demand and capacity. Recommend efficiency improvements.

Leadership and Collaboration: Lead and motivate teams, serve as the main contact for eCommerce services, collaborate across functions, advise leadership, and promote knowledge sharing.

Experience & Skills

• Proven experience maintaining eCommerce applications and support roles.
• Knowledge of ITSM tools, integrations, project management.
• Advanced understanding of multiplatform environments and data flows.
• Technical proficiency in .NET, APIs, Postman, C#, AWS, Elasticsearch, Splunk, and eCommerce systems like Adobe Magento and AEM.
• Support skills in environment configuration, automation, troubleshooting, and problem-solving.
• Ability to manage multiple priorities and work flexibly.

Why Join Us?

Join our innovative, collaborative culture. We support work/life balance with flexible hours, wellbeing initiatives, and extensive benefits including generous leave, health benefits, pension, share schemes, and more.

About the Business

RX is a global leader in events and exhibitions, leveraging industry expertise, data, and technology to build businesses worldwide. Part of RELX, we are committed to diversity and inclusion. For more information, visit .

We support an accessible hiring process. Please contact us if you require accommodations during your application.

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Read our Candidate Privacy Policy. We are an equal opportunity employer, considering all qualified applicants without discrimination.