Application Support

Payrate: $60.00 - $65.90/hr. Summary: The Level 3 (LV3) Support, Site Reliability, and Operations Engineer supports the Company’s next-generation Point of Sale (POS) platform. This role is embedded within the engineering organization and partners closely with development teams throughout the Software Development Life Cycle (SDLC). The position focuses on production support, site reliability, incident management, operational excellence, and continuous improvement of software delivery processes. The ideal candidate is a motivated technologist with strong problem-solving skills, the ability to perform under pressure, and a willingness to support critical business operations through on-call rotations, travel, and hands‑on troubleshooting of complex systems. Responsibilities: Partner with cross-functional teams to expedite issue resolution and ensure service level agreements (SLAs) are achieved. Support, maintain, and monitor infrastructure and applications, including participation in 24x7 operational support activities. Participate in scheduled on-call rotations, including nights, weekends, holidays, and major rollout activities. Monitor systems, application performance, consoles, dashboards, and operational alerts for service disruptions or delays. Diagnose, troubleshoot, and resolve infrastructure and application issues across production environments. Test infrastructure and application changes prior to deployment. Participate in technical design discussions and contribute to application enhancements and modifications. Design, develop, code, and unit test application improvements using SDLC best practices. Create estimates and work plans for design, development, implementation, rollout, and support activities. Establish priorities and develop functional and technical specifications for application enhancements. Execute, document, and report break/fix activities, support requests, operational changes, and maintenance tasks. Maintain and improve operational procedures, scripts, and documented processes to support infrastructure stability. Lead major incident management activities, including coordinating response efforts, facilitating incident bridges, and driving resolution of critical issues. Conduct root cause analysis (RCA), document findings, and drive corrective actions through completion. Build effective partnerships with application, infrastructure, engineering, and business teams. Champion engineering standards, operational excellence, and continuous improvement initiatives. Participate in Agile processes and collaborate with teams to support best practices, refinement sessions, quality assurance efforts, and delivery readiness. Independently manage large projects and provide leadership and technical guidance to other analysts. Travel as needed to support new site implementations, pilots, production rollouts, and operational initiatives. Requirements: Education Requirements Bachelor’s degree in Computer Science, Information Systems, or a related field preferred. Equivalent combination of education and relevant experience will be considered. Experience Requirements Experience in application support, operations, engineering, site reliability, or related technical environments preferred. Experience supporting production applications and operational environments is beneficial. Experience leading or coordinating major incident management activities is highly desired. Experience conducting root cause analysis and driving corrective actions through resolution is preferred. Experience working with cross-functional engineering and business teams is preferred. Experience with Point of Sale (POS) systems in enterprise environments is a plus. Experience operating in Agile environments is helpful. Scrum Master experience is a plus. Willingness to travel and provide onsite support as needed. Ability to participate in an on-call rotation and provide off‑hours support. Required Skills: Strong problem-solving and troubleshooting skills. Ability to manage and resolve production incidents in high‑pressure environments. Knowledge of incident management processes and operational support best practices. Ability to analyze logs, dashboards, system metrics, and monitoring data to identify issues and drive resolution. Strong verbal and written communication skills. Ability to communicate effectively with technical teams, business users, and stakeholders. Good judgment, prioritization skills, and the ability to manage multiple responsibilities simultaneously. Ability to drive support tickets, operational requests, and issue resolution activities to completion. Strong collaboration and teamwork skills. Commitment to learning new technologies and operational processes. Preferred Skills: Exposure to Java development. Experience or exposure to Go programming. Knowledge of SQL and NoSQL databases, including MongoDB. Experience with scripting languages and automation tools such as Shell, PowerShell, or Python. Familiarity with IT service management and monitoring tools such as ServiceNow, Jira, Confluence, Splunk, Grafana, or similar platforms. Understanding of cloud and on‑premises environments. Familiarity with Point of Sale (POS) systems and retail technology environments. Knowledge of payment card security standards, including PCI-DSS. Understanding of Agile methodologies, software development processes, and delivery practices. Experience reviewing system performance, troubleshooting distributed environments, and supporting enterprise-scale applications. Pay Transparency: The typical base pay for this role across the U.S. is: $60.00 - $65.90/hr .Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law. #J-18808-Ljbffr