Software Engineer - Fluent Commerce Support

ABOUT THIS ROLE

Pivotree is an AI-first company using cutting edge models from Gemini, Claude Claude/CoWork etc. We use AI to automate and augment our workflows, develop new products and find new ways of doing business. All employees use AI every day in their day to day work as well as part of teams improving our business.

As a Software Engineer in our Managed Services practice, you will own end-to-end support for global commerce clients on Fluent Order Management, bringing technical depth and sound judgment to every problem you solve.(More about about the company and the role )

RESPONSIBILITIES

Serve as primary support consultant for medium-to-large customers on Fluent Order Management, owning incident resolution end-to-end.
Analyse and troubleshoot moderately complex post-implementation issues; identify root causes and resolve or escalate with clear reasoning.
Participate in client incident management processes and adhere to defined SLAs.
Automate application monitoring to manage day-to-day OMS activity and maintain system health.
Define client requirements, develop delivery plans, and write and review test scripts for enhancements.
Track operational trends and identify areas for improvement; share findings with the team.
Maintain runbooks and a knowledge base to streamline incident resolution.
Communicate clearly with ecommerce teams, business partners, and IT stakeholders on root cause and resolution.
Work flexibly across rotational shifts and provide on-call support as required.

WHAT GOOD LOOKS LIKE

Analysis: Probes beyond the obvious; seeks more data before drawing conclusions in all work they perform
Customer Orientation: Seeks the underlying need, not just the surface ask.
Decisiveness: Chooses between alternatives without delay.
Organising Work: Plans short-term work with clear milestones.
Working with Others: Solicits input and values others' expertise.
Developing Others : Gives clear instruction to juniors and verifies their understanding.
Initiative : Acts without being prompted; addresses problems quickly.

SKILLS AND COMPETENCIES

2 to 3 years of experience in Fluent Order Management with Supply Chain domain knowledge.
Hands-on experience across OMS modules, software QA, or production support.
Knowledge of the ecommerce model: Fulfillment, Shipping, Customer Service, UX, and Promotions.
Strong communication, documentation, and client-facing skills.
Experience with incident management platforms such as Jira, ServiceNow, or equivalent.
Ability to manage multiple workstreams, prioritise effectively, and adapt to change.

TECHNICAL SKILLS

Fluent Order Management: solid working knowledge across core modules.
Java, GraphQL, REST APIs, and Python: hands-on development and debugging experience.
API testing tools: able to independently design and execute API tests (Postman or equivalent).
DevOps fundamentals: understands CI/CD pipeline principles and can operate within them (Jenkins or equivalent).

AI AT PIVOTREE

We use AI to automate and accelerate our work across every service we deliver. We encourage team members to bring forward AI ideas that improve client outcomes, and we highly value people who apply creativity and judgment to make AI output better.

AI Responsibility examples

Apply AI-assisted log analysis and anomaly detection to identify incident root causes faster and reduce mean time to resolution.
Use AI-driven monitoring and alerting to stay ahead of SLA thresholds and shift support from reactive to proactive.
Use AI coding assistance to improve delivery speed and test coverage; review and validate all AI-generated output before use.
Apply AI-assisted analytics to surface actionable insights from incident and ticket data; share findings with the team.
Use AI writing assistance to draft and update runbooks and KB articles; always review before publishing.

AI Skills examples

Ability to construct clear, structured inputs to obtain accurate and useful outputs from AI systems; iterates when results need refinement.
Experience using AI coding assistants to accelerate development, explain code, or support code review.
Familiarity with AI-assisted testing or documentation tools to improve coverage and knowledge quality.
Awareness of AI-driven observability principles: anomaly detection, predictive alerting, and log intelligence.

AI Competencies

Workflow Integration: Proactively identifies tasks where AI reduces effort or improves quality; does not wait to be told to use AI.
Output Ownership: Reviews, corrects, and takes full accountability for AI-generated work before it is used or shared.
Adaptability: Evaluates new AI tools and approaches quickly; applies AI principles across platforms without needing retraining.
Responsible Use: Aware of AI limitations, hallucination risk, and data privacy constraints; applies appropriate human judgment.

Creative Augmentation: Does not just accept AI output; improves, reframes, and extends it to produce better outcomes.