Technical Support Engineer

Job DescriptionLevel 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 plusAny 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 masteryInterest 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 teamsFamiliarity with the Agile process is helpful; experience as a Scrum Master a plusWillingness to speak up and challenge developers on Agile best practices and definitions of done during refinement and QAAccountable for driving support tickets and emails to resolutionGood judgment under pressure; able to prioritize across competing support, testing, and scrum-master dutiesIn office 5 days a week; willingness to travel and provide onsite support for new go-lives, pilots, and rolloutsParticipate in a scheduled on-call rotation (nights/weekends/holidays) for 24x7 support; PTO/leave may be restricted during peak retail periods and major go-livesBachelor'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 requiredKey ResponsibilitiesPartner with cross-functional teams to expedite issue resolution and manage to SLAsSupport and maintain infrastructure and applications, including off-hours support (24 x 7) as requiredTest infrastructure and application changesEstablish priorities and develop functional and programming specifications for application enhancements and modificationsParticipate in the application technical design process; design, code, and unit test application changes using SDLC best practicesComplete estimates and work plans for design, development, implementation, and rollout tasksMonitor systems, consoles, and performance for service interruptions or delaysAddress and resolve infrastructure system failuresExecute, log, and report break/fix changes, service requests, and support activitiesMaintain operational procedures, processes, and scripts; follow documented processes to ensure infrastructure stabilityOwn incident and problem management: drive major incident response, root cause analysis, and post-incident reviewsChampion engineering standards and continuously improve software delivery processesBuild partnerships across application, business, and infrastructure teamsIndependently execute large projects and lead other analysts in completing projectsTop skillsMajor Incident Management experienceRoot Cause Analysis (RCA)/Problem Management rigorProduction troubleshooting under pressure across a mixed stackOther: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.