Principal Web Support Engineer - North America

Role Overview

Role Mission: Drive reliable execution in ongoing maintenance and incident response with clear KPI governance, weekly optimization cycles, and high-quality stakeholder communication.

Business Context: You will work with cross-functional squads supporting campaigns and delivery systems across North America markets. This role contributes to our region-country-city operating model and reinforces commercial accountability. You will partner with strategy, delivery, and analytics leads to improve execution quality and speed.

Role Snapshot: Department: Web Engineering | Employment Type: Full Time | Work Model: Remote | Primary Location: Remote across North America with GMT overlap

Responsibilities

• Own end-to-end delivery for Web Support Engineer initiatives, from planning through execution and optimization.
• Translate business goals into KPI trees, sprint priorities, and measurable weekly actions.
• Run structured experiments and document performance learnings for scaling decisions.
• Collaborate with adjacent teams to align creative, technical, and operational dependencies.
• Maintain QA discipline, reporting clarity, and leadership-ready status updates.

Requirements

• Required Experience:
  • 10+ years of experience in ongoing maintenance and incident response.
  • Hands-on capability with monitoring, backups, uptime workflows.
  • Strong communication and stakeholder management in cross-functional environments.
  • Data-informed decision making with comfort in KPI and performance analysis.
  • Demonstrated ownership mindset with the ability to execute against deadlines.
• Preferred Qualifications:
  • Experience working across multi-country or multi-region delivery environments.
  • Track record improving conversion quality, efficiency, or operational reliability.
  • Confidence in SOP documentation and process governance.

First 90 Days

• Complete role-specific audits and establish a measurable execution baseline.
• Ship at least two high-impact optimization initiatives with documented outcomes.
• Implement a weekly reporting cadence with clear owner-level accountability.

Hiring Process

• Step 1: Application Review — Execute candidate selection and onboarding flow with consistent governance and measurable outcomes in Orix Digi. Defined action set and owners. Evidence-based checkpoint summary. Gate Criteria: Quality and performance checkpoint complete.
• Step 2: Initial Recruiter Conversation — Execute candidate selection and onboarding flow with consistent governance and measurable outcomes in Orix Digi. Defined action set and owners. Evidence-based checkpoint summary. Gate Criteria: Quality and performance checkpoint complete.
• Step 3: Role-Specific Assessment — Execute candidate selection and onboarding flow with consistent governance and measurable outcomes in Orix Digi. Defined action set and owners. Evidence-based checkpoint summary. Gate Criteria: Quality and performance checkpoint complete.
• Step 4: Leadership Panel Interview — Execute candidate selection and onboarding flow with consistent governance and measurable outcomes in Orix Digi. Defined action set and owners. Evidence-based checkpoint summary. Gate Criteria: Quality and performance checkpoint complete.
• Step 5: Offer and Onboarding — Execute candidate selection and onboarding flow with consistent governance and measurable outcomes in Orix Digi. Defined action set and owners. Evidence-based checkpoint summary. Gate Criteria: Quality and performance checkpoint complete.

Benefits

• Wellness and mental-health support allowances
• Quarterly performance bonus based on scorecards
• Performance-linked progression framework
• Annual learning budget and certification sponsorship

Pay

USD 115,640 - USD 165,200 / YEAR

FAQ

• Is this role focused on one market or multiple regions? The role primarily serves North America coverage with collaboration across global delivery teams when needed.
• What does success look like in the first quarter? Success means clear execution ownership, measurable KPI improvements, and consistent communication quality.
• Can I apply if my experience is from an adjacent industry? Yes. We value transferable execution capability, structured thinking, and evidence of commercial impact.