Senior Engineer - Application Support

Key Responsibilities:

• Lead complex or high-severity troubleshooting and incident resolutions by collaborating with customers and internal teams.
• Demonstrate exceptional customer service.
• Foster close working relationships with business partners to identify pain points and provide better services.
• Communicate updates to key stakeholders in accordance with SLAs.
• Test and coordinate modifications to the app when needed, and troubleshoot problems as they occur.
• Participate in an on-call and/or escalation rotation.
• Triage and thoroughly identify and document root causes.
• Act as a liaison between business partners and engineering teams.
• Perform QA functions for issue resolution from support calls or during production deployment as needed.
• Collaborate and work directly with engineering teams.
• Create datasets to analyze and recreate issues reported by customers.
• Identify system improvement opportunities by tracking service requests or recurring issues and making recommendations for potential solutions.

Key Requirements:

• Over 3-5 years of experience in a similar technical role, such as Solutions Engineer, Field Application Engineer, or Technical Consultant.
• Solid understanding of ITIL process guidelines for incident, service request, and problem management.
• Experience using ITSM tools such as Zendesk, ServiceNow, etc.
• Strong proficiency in Java and scripting languages (e.g., Python, React).
• Experience with SQL and NoSQL systems (preferably MongoDB).
• Proficient in REST APIs and GraphQL API design and development.
• Knowledgeable in mobile app development and its ecosystem.
• Exposure to Linux/Unix-based systems and basic shell scripting.
• Familiarity with healthy DevOps processes and practices (Docker, Kubernetes, CI/CD, etc.).
• Understanding of Google Cloud Platform is preferred.
• Excellent written and verbal communication skills.
• Retail/Store Operations background is a plus.