Technical Support Engineer

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 — the items below describe a strong match, not a hard bar, and candidates early in their career or without every listed skill are encouraged to apply. 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 — willingness to learn these on the job matters more than prior mastery 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 In office 5 days a week; willingness to travel and provide onsite support for new go-lives, pilots, and rollouts 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 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 Key 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 Root Cause Analysis (RCA)/Problem Management rigor Production troubleshooting under pressure across a mixed stack Other: Currently only local travel is expected, but as new sites go live travel will expand traveling every 4 weeks. Must have flexibility for on-call/off-hours work if needed. #J-18808-Ljbffr