Systems Operations Support Analyst

About the OpportunityThe organization is leveraging AI to build a consumer-centric food and wellness company. It acts as a personal assistant for healthy living, understanding goals, lifestyle, and budget, and recommending and delivering healthy groceries, easy recipes, and essential supplements. This approach makes healthy eating easy, goal achievement attainable, time saved, and new foods discoverable. The belief is that food is the foundation of health, convenience should not mean compromise, and everyone is unique in how they eat and live. The organization is building a future where healthy living is both easy and enjoyable. The organization is a distributed team with talent across many U.S. states. While there is a headquarters, the remote-first culture emphasizes collaboration, team-building, and flexibility. Expect regular virtual team events, strong ownership and accountability, and an annual company retreat. About the RoleA proactive Systems Operations Support Analyst is sought to support the fulfillment platform and operational systems during off-hours. This role is responsible for monitoring production systems, investigating incidents, troubleshooting operational issues, and ensuring fulfillment operations continue running smoothly. During the shift, the individual will often be the primary engineering resource supporting the business. The ideal candidate is naturally curious, enjoys solving technical problems, and knows how to investigate issues across logs, databases, APIs, and application code before escalating when necessary. The ideal candidate thrives on detailed execution, possesses strong foundational Python, JSON, and SQL skills, and can communicate complex technical issues clearly and concisely in English. The expected hours are Mon-Fri 3pm-11pm EST, with every other weekend on call. This role can be worked remotely anywhere in the US. For the first month, the hours will be 9am-5pm EST for training. Upon successful completion of training, it will transition to the on-call hours (3pm-11pm EST). Key ResponsibilitiesProduction Support & MonitoringOff-hours coverage: Serve as the primary on-call resource to monitor and maintain the health of the fulfillment operations platform and related integrations during scheduled off-hours.Monitor the health of fulfillment systems, integrations, and operational workflows during scheduled on-call hours.Respond to production alerts and operational support requests with urgency.Identify, triage, troubleshoot, and resolve production issues using established runbooks. Incident InvestigationInvestigate issues across application logs, databases, APIs, and code to determine root cause.Perform debugging and log analysis to quickly isolate failures.Document findings and resolutions to improve future incident response. Escalation ManagementIndependently resolve low-to-medium complexity incidents.Escalate high-severity issues to the Sr. Manager of Fulfillment Systems when appropriate, providing:issue summaryimpact assessmentroot cause (if known)troubleshooting performedrecommended next steps Engineering SupportDevelop and maintain small Python scripts and automation tools.Support low-risk enhancements and bug fixes within fulfillment applications.Perform routine system maintenance, cleanup, and technical debt work. Continuous ImprovementImprove operational runbooks and support documentation.Identify recurring operational issues and recommend long-term fixes.Partner with engineering teams to improve system reliability and monitoring. Required Qualifications2+ years of experience in software engineering or systems support (WMS/OMS etc).Experience supporting fulfillment, warehouse, & supply chain systems and processes.Intermediate Python proficiency.Intermediate SQL skills for investigation and data analysis.Experience working with JSON APIs.Experience troubleshooting production applications.Ability to investigate issues using logs, databases, and application code.Strong analytical and critical-thinking skills.Excellent written and verbal English communication.Experience using Jira, Confluence, or similar collaboration tools. Preferred QualificationsExperience with Docker.Experience with monitoring and alerting platforms.Familiarity with CI/CD pipelines.Experience with AI-assisted development tools. Additional InformationRemote-first: work from home, work from the NYC office, or work from anywhere in the U.S.Equity.Unlimited vacation policy.Universal paid parental leave.Monthly credit for groceries.Comprehensive health, vision, dental, and life insurance.401k with Company Match.A work from home stipend to support initial home-office setup. Expected Pay Range: $85,000 - $100,000 The organization is an equal opportunity employer committed to building a diverse and inclusive team. It has zero-tolerance for harassment or discrimination and does not discriminate on the basis of any protected class.