Platform Support Engineer

About the role

The ETL Platform Support Engineer role is to deliver support to the organization via various software and application programs efficiently and effectively while fulfilling business objectives. This includes troubleshooting applications and software for all internal customers, such as operations, development, and other business units. Acosta’s business teams rely on the Platform Support Services (PSS) team to address reported incidents and system outages promptly and efficiently. The ETL team manages and maintains real time data loads for major systems throughout Acosta.

Job Category: Administration • Business Unit: Corporate • Company: Mosaic Sales Solutions US Operating Co, LLC

Responsibilities

• Production Support & Dealer Communication: Serve as the frontline responder for incoming production incidents and service requests from Total Wireless store owners and dealer partners. Gather complete diagnostic information, provide clear status updates, resolve standard operational issues, and maintain timely communication through resolution. Use strong probing and interviewing techniques to clarify incomplete or complex technical scenarios while maintaining a high level of customer service.
• Incident Triage, Troubleshooting & Escalation: Collect and analyze initial diagnostics, logs, system metrics, database traces, and other available technical evidence for dealer-reported incidents. Troubleshoot enterprise software, point-of-sale applications, web applications