Technical Support Engineer

About the role

This is a Level 3 (LV3) Support, Site Reliability, and Operations Engineer role embedded within the engineering organization, partnering directly with developers throughout the SDLC rather than sitting in a separate support silo. Problem-solving instinct, curiosity, and drive are prioritized over a checklist of prior experience; candidates early in their career or without every listed skill are encouraged to apply.

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

Requirements

• Exposure to Point of Sale systems in enterprise environments is helpful
• Some experience with Java is preferred; Go is a plus
• Any exposure to SQL or NoSQL databases (e.g., MongoDB), scripting (Shell, PowerShell, or Python), or ITSM/monitoring tooling (ServiceNow, Jira, Confluence, Splunk, Grafana, or equivalent) is a plus
• Interest in or willingness to learn payment card security standards (PCI-DSS)
• Excellent oral and written communication skills; able to translate between business users and Technology teams
• Familiarity with the Agile process is helpful; experience as a Scrum Master a plus
• Willingness to speak up and challenge developers on Agile best practices and definitions of done during refinement and QA
• Accountable for driving support tickets and emails to resolution
• Good judgment under pressure; able to prioritize across competing support, testing, and scrum-master duties
• 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

Top Skills

• Major Incident Management experience
• Root Cause Analysis (RCA)/Problem Management rigor
• Production troubleshooting under pressure across a mixed stack

Schedule

In office 5 days a week; willingness to travel and provide onsite support for new go-lives, pilots, and rollouts. Currently only local travel is expected, but as new sites go live travel will expand traveling every 4 weeks.

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.