Technical Support Engineer

About the role

Level 3 (LV3) Support, Site Reliability, and Operations Engineer supporting a Point of Sale (POS) platform. This team is embedded within the engineering organization, partnering directly with developers throughout the SDLC rather than sitting in a separate support silo. We care more about problem-solving instinct, curiosity, and drive than a checklist of prior experience. Exposure to Point of Sale systems in enterprise environments is helpful; some experience with Java is preferred, Go is a plus.

Responsibilities

• Partner with cross-functional teams to expedite issue resolution and manage to SLAs
• Support and maintain infrastructure and applications, including off-hours support (24 x 7) as required
• Test infrastructure and application changes
• Establish priorities and develop functional and programming specifications for application enhancements and modifications
• Participate in the application technical design process; design, code, and unit test application changes using SDLC best practices
• Complete estimates and work plans for design, development, implementation, and rollout tasks
• Monitor systems, consoles, and performance for service interruptions or delays
• Address and resolve infrastructure system failures
• Execute, log, and report break/fix changes, service requests, and support activities
• Maintain operational procedures, processes, and scripts; follow documented processes to ensure infrastructure stability
• Own incident and problem management: drive major incident response, root cause analysis, and post-incident reviews
• Champion engineering standards and continuously improve software delivery processes
• Build partnerships across application, business, and infrastructure teams
• Independently execute large projects and lead other analysts in completing projects
• Drive support tickets and emails to resolution
• Speak up and challenge developers on Agile best practices and definitions of done during refinement and QA
• Participate in a scheduled on-call rotation (nights/weekends/holidays) for 24x7 support

Requirements

• Excellent oral and written communication skills; able to translate between business users and Technology teams
• Good judgment under pressure; able to prioritize across competing support, testing, and scrum-master duties
• Willingness to travel and provide onsite support for new go-lives, pilots, and rollouts (currently local travel expected, but may expand to traveling every 4 weeks as new sites go live)
• Flexibility for on-call/off-hours work if needed
• In office 5 days a week
• Interest in or willingness to learn payment card security standards (PCI-DSS)
• Familiarity with the Agile process is helpful; experience as a Scrum Master a plus

Skills

• Major Incident Management experience
• Root Cause Analysis (RCA)/Problem Management rigor
• Production troubleshooting under pressure across a mixed stack
• Exposure to SQL or NoSQL databases (e.g., MongoDB)
• Scripting (Shell, PowerShell, or Python)
• ITSM/monitoring tooling (ServiceNow, Jira, Confluence, Splunk, Grafana, or equivalent)
• Java (preferred), Go (a plus)

Qualifications

Bachelor's degree in Computer Science, Information Systems, or a related field (or equivalent experience) preferred; prior experience in application support, operations, or engineering is a plus but not required.

Schedule

• In office 5 days a week
• Participate in a scheduled on-call rotation (nights/weekends/holidays) for 24x7 support
• PTO/leave may be restricted during peak retail periods and major go-lives