Senior Support Engineer I

About Our Client:The organization operates within the grocery industry, addressing the complex challenge of managing fresh food inventory. It leverages proprietary AI technology tailored for high-volatility environments to assist grocers in making smarter enterprise-wide decisions. Serving partners such as Albertsons, Meijer, and Wakefern, the program has expanded to deliver six enterprise-grade solutions, covering over 10% of the U.S. grocery market. Its platform manages billions of decisions from store operations to distribution centers and has contributed to preventing over 200 million pounds of food waste in a single year. About the Opportunity:The SENIOR SUPPORT ENGINEER I role is focused on resolving complex technical issues that affect grocery partners using the AI platform. The position is critical for maintaining system reliability and improving customer experience by addressing escalated problems, developing tools to reduce future issues, and collaborating across teams to drive systemic improvements. This role significantly impacts the reduction of food waste and the efficiency of grocery operations through technical expertise and cross-functional leadership. Responsibilities:Manage and resolve the most complex support escalations involving data mapping defects, forecasting anomalies, and integration failures.Lead initiatives to improve support metrics such as ticket deflection rates and average handling times.Quantify and report the impact of improvements using data analysis and regular updates.Develop tools and automations using SQL, Python, Databricks, and AI workflows to streamline support processes.Collaborate with multiple teams including Solutions Engineering, Data Engineering, Product Engineering, and Operations to address root causes of issues.Mentor junior engineers and create documentation to enhance team capabilities.Represent the support team in cross-functional meetings and customer interactions.Understand partner-specific behaviors and act as an escalation point for critical decisions. Requirements:Minimum 5 years of experience in technical support engineering, solutions engineering, or data engineering with direct responsibility for root-cause analysis of production data.Advanced proficiency in SQL, including complex joins and data validation against authoritative sources.Proven ability to independently lead cross-functional projects from start to finish. Pay Range and Compensation Package:The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note:RemoteHunter is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.