Application Support

$55.00 – $64.29/hr

Summary

Join our team as a Level 3 Support, Site Reliability, and Operations Engineer, working closely with developers to support Company’s Next Generation Point of Sale (NGPOS) platform. We value problem-solving instinct, curiosity, and drive over a checklist of prior experience.

Responsibilities

• Partner with cross-functional teams to expedite issue resolution and manage SLAs.
• Support and maintain infrastructure and applications, including off-hours support (24x7) as required.
• Test infrastructure and application changes.
• Establish priorities and develop specifications for application enhancements and modifications.
• Participate in the application technical design process; design, code, and unit test application changes using SDLC best practices.
• Complete estimates and work plans for design, development, implementation, and rollout tasks.
• Monitor systems, consoles, and performance for service interruptions or delays.
• Address and resolve infrastructure system failures.
• Execute, log, and report break/fix changes, service requests, and support activities.
• Maintain operational procedures, processes, and scripts; follow documented processes to ensure infrastructure stability.
• Own incident and problem management: drive major incident response, root cause analysis, and post-incident reviews.
• Champion engineering standards and continuously improve software delivery processes.
• Build partnerships across application, business, and infrastructure teams.
• Independently execute large projects and lead other analysts in completing projects.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or a related field (or equivalent experience) preferred.
• Exposure to Point of Sale systems in enterprise environments is helpful; some experience with Java is preferred, Go is a plus.
• Willingness to learn payment card security standards (PCI-DSS).
• Excellent oral and written communication skills; able to translate between business users and Company's Technology teams.
• Familiarity with the Agile process is helpful; experience as a Scrum Master a plus.
• Willingness to speak up and challenge developers on Agile best practices and definitions of done during refinement and QA.
• Accountable for driving support tickets and emails to resolution.
• Good judgment under pressure; able to prioritize across competing support, testing, and scrum-master duties.

Skills

• Major Incident Management experience — has actually run or driven a bridge/war-room for a P1/P2 outage.
• RCA/Problem Management rigor — can articulate a structured RCA methodology and provide examples where they drove a corrective action to closure.
• Production troubleshooting under pressure across a mixed stack — comfortable reading logs/dashboards and reasoning about cloud on-prem store/POS systems simultaneously.

Pay

The typical base pay for this role across the U.S. is: $55.00 – $64.29 /hour. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience.

Benefits

Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law.