Senior Magento (SME) Engineer

Dive in and do the best work of your career at DigitalOcean. Journey alongside a strong community of top talent who are relentless in their drive to build the simplest scalable cloud. If you have a growth mindset, naturally like to think big and bold, and are energized by the fast-paced environment of a true industry disruptor, you’ll find your place here. We value winning together—while learning, having fun, and making a profound difference for the dreamers and builders in the world.

We are looking for a highly skilled Magento Expert who will play a critical role in troubleshooting, optimizing, and developing Magento applications. As an SME, you will handle complex, high-priority issues that go beyond the scope of general support, typically requiring advanced Magento, PHP, MySQL, and system-level knowledge. You will work closely with our internal support teams and customers, addressing development challenges, site optimization, and performance issues.

The Magento Developer Expert will leverage a deep understanding of the Magento 2.x framework, PHP, MySQL, Magento themes and modules, and the Magento ecosystem to resolve technical challenges that affect Magento store performance, functionality, and scalability. This position will ensure that Cloudways' customers can access high-level expertise, reducing reliance on external developers and providing seamless, specialized support.

What You’ll Be Doing:

• Advanced Magento Troubleshooting & Issue Resolution:
• Troubleshoot and resolve Magento 2.x upgrade issues
• Resolve module conflicts and PHP version mismatch issues
• Diagnose and fix Magento installation crashes
• Resolve Elasticsearch, Opensearch & database synchronization issues
• Magento Performance Optimization:
• Site Speed Optimization: Optimize Magento store speed using caching, database query optimization, and CDNs.
• Database Tuning & Query Optimization: Fine-tune Magento databases for efficient query execution and faster site performance.
• Elasticsearch and Opensearch Configuration & Tuning: Implement and optimize Elasticsearch and Opensearch configurations for improved search and site responsiveness.
• Magento Security Hardening: Ensure Magento stores follow security best practices and address vulnerabilities.
• Magento Architecture & Customization Troubleshooting:
• Custom Module Issue Diagnosis: Debug and resolve issues caused by custom Magento 2.x modules and extensions.
• API Integration Troubleshooting: Identify and fix problems related to custom API integrations.
• Advanced Theme & Layout Issue Resolution: Troubleshoot complex theme-related issues.
• Magento 2.x Migration Support:
• Magento 1.x to Magento 2.x Migrations: Manage complex migrations from Magento 1.x to Magento 2.x.
• Upgrade Management & Rollback Solutions: Oversee upgrade processes and ensure smooth transitions and rollback solutions.
• Cross-Functional Collaboration & Reporting:
• Customer Developer Collaboration: Work with customer development teams to identify and implement fixes.
• Troubleshooting Complex Tickets: Handle out-of-scope issues escalated by support engineers.
• Reporting & Documentation: Provide detailed reports on issues and create documentation for recurring issues.
• Training & Mentorship:
• Internal Team Training: Conduct technical training sessions for internal engineers.
• Mentorship: Provide mentorship to less experienced team members.
• Provide top-notch support to customers via tickets, chat, emails, Slack, and Skype.
• Assist customers with empathy and a desire to help.
• Work effectively in a 24/7 environment with rotating shifts, including nights, weekends, and holidays.
• Perform complex web migrations and support junior team members with their migration tasks.
• Assist team leads in developing and improving internal tools and dashboards.
• Review chats and tickets weekly to identify recurring issues and suggest improvements to the DevOps team.
• Meet customer service level agreements (SLAs) and support key performance indicators (KPIs), such as response time, customer satisfaction (CSAT), and handle time.

Job Specification:

• BS/BE in Computer Science/Engineering or related field with at least 4-5 years of relevant experience.
• Strong programming knowledge, especially in PHP; familiarity with Javascript, HTML, CSS, Bash, and Python is a plus.
• Advanced knowledge of Linux environments (Debian, Ubuntu, CentOS) and web technologies (Apache, Nginx, Varnish, Memcache, MySQL, MariaDB, APC, PHP-FPM).
• Deep Magento 2.x Expertise: Proven experience with Magento 2.x architecture, custom module development, performance optimization, and troubleshooting.
• Advanced PHP & MySQL Skills: In-depth knowledge of PHP and MySQL for developing, optimizing, and troubleshooting Magento systems.
• Elasticsearch/Opensearch Expertise: Experience with Elasticsearch, including installation, configuration, tuning, and troubleshooting for optimal performance with Magento.
• Magento Database Management: Ability to handle complex database synchronization issues and optimize queries for improved performance.
• Experience with Magento APIs: Strong understanding of Magento APIs for system integrations, custom development, and module interactions.
• Magento Security Best Practices: Expertise in Magento security principles, ensuring stores are properly secured and compliant with the latest patches and updates.
• Performance Tuning: Familiarity with tools like Redis, Varnish, Cloudflare, and other CDNs to optimize page load speeds and caching.
• Experience with Complex Migrations & Upgrades: Proven ability to manage and execute migrations from Magento 1.x to 2.x, including module and theme compatibility checks, data migration, and rollback solutions.
• Strong Debugging Skills: Advanced debugging abilities for resolving complex application-level issues, performance bottlenecks, and integration problems.
• Knowledge of cloud infrastructure environments (AWS, GCE, etc.) and experience in 24x7 production operations for PaaS/cloud service providers.
• Strong written and verbal communication skills for customer collaboration and support.
• Excellent interpersonal and teamwork skills, with the ability to set and enforce processes.
• Ability to work independently in shifts, including nights, weekends, and holidays.