Senior Digital Platforms Support Engineer Hybrid (Monday-Wednesday in office & Thurs-Friday Remote)

Overview

Pet Supplies Plus is seeking a Senior Digital Platforms Support Engineer to support and improve the reliability of our customer-facing digital ecosystem, including Marketing Technology, Ecommerce, Mobile App, Loyalty, Sitecore, Salesforce platforms, SMS, customer identity, analytics, and related integrations.

Responsibilities

• Support and maintain PSP’s digital ecosystem, including ecommerce, mobile app, loyalty, Salesforce Marketing Cloud/Data Cloud, Sitecore, SMS, customer identity, analytics, and third-party integrations.
• Monitor platform health, automations, integrations, and customer-impacting services to identify and resolve issues quickly.
• Perform first-level triage and troubleshooting across digital platforms, including shopping, checkout, loyalty, personalization, promotions, customer accounts, and marketing communications.
• Serve as the initial point of engagement for production incidents and operational concerns; determine escalation paths and coordinate with internal teams, vendors, and platform providers.
• Own incident coordination through resolution, ensuring clear communication, timely stakeholder updates, and follow-through on corrective actions.
• Develop and maintain dashboards, monitoring standards, alerting, health indicators, and operational reporting for digital platform reliability.
• Partner with internal teams and vendors to improve instrumentation, logging, diagnostics, release readiness, and production validation.
• Lead or support root-cause analysis, post-incident reviews, trend analysis, and continuous improvement efforts that reduce recurring issues and operational risk.

Qualifications

• 5+ years of experience in digital platform support, application support engineering, digital operations, SRE, platform engineering, or a related technical support role.
• Demonstrated ability to troubleshoot complex, multi-system issues across integrated digital environments.
• Strong understanding of web technologies, APIs, event-driven integrations, cloud-based platforms, and customer-facing digital systems.
• Experience managing production incidents and communicating clearly with technical and non-technical stakeholders.
• Ability to coordinate work across distributed teams, vendors, and business partners in a fast-paced environment.
• Experience creating or maintaining dashboards, health metrics, monitoring, alerting, or service reporting.
• Excellent written and verbal communication skills, with the ability to translate technical issues into clear business updates.
• Experience with ticketing or work management platforms such as Jira, ServiceNow, or equivalent tools.

Preferred Qualifications

• Experience supporting Salesforce Marketing Cloud, Salesforce Data Cloud, Sitecore, ecommerce platforms, mobile applications, loyalty programs, SMS/push notification platforms, or customer engagement tools.
• Experience with observability or application performance tools such as Datadog, New Relic, Splunk, Dynatrace, or similar platforms.
• Familiarity with APIs, webhooks, cloud-based middleware, digital commerce, personalization, retail, franchise, or multi-location business environments.
• Experience with ITIL or structured incident and problem management practices.