Platform Support Engineer I (7-10 yrs)

Purpose of the Role :

As a Platform Support Engineer I, you will be responsible for the development of tooling to aid in the maintenance, support, and remediation of issues on our platform to ensure that our systems are healthy.

This role will proactively manage communication with multiple internal and external stakeholder groups to monitor and manage our systems including problem solving and troubleshooting when issues are detected.

This role will also create /define metrics, manage incident management end to end and analyze the business metrics to drive process/system improvements.

Responsibilities :

- Lead and monitor internal dashboard reporting, visualizations, and alerting mechanisms for all production applications and supporting environments.

- Implement end to end monitoring of different platforms to reduce system downtime.

- Create and manage metrics for all Platforms (eCommerce, Admin Portal & Menu Management) and Brands.

- Collaborate with engineering groups to lead proactive troubleshooting steps and measures to reduce escalations and resolve issues faster

- Actively identify trends and recommend & implement solutions to engineering, product and brand teams.

- Conducts research and makes recommendations on standards, products, and services.

- Implements service monitoring across all platforms to ensure continuous availability and operational continuity of critical systems.

- Participate in and lead code reviews, ensuring that all platform support processes align with our architectural principles and design patterns, fostering a culture of continuous improvement and technical excellence.

- Develop and enhance tooling for platform support, aiming to automate repetitive tasks, improve system reliability, and streamline operations, while maintaining a strong focus on scalability and maintainability.

- Collaborate closely with senior engineers to contribute to the design, development, and implementation of support tools and processes, ensuring alignment with overall system architecture and goals.

Minimum Requirement :

- BS in Computer Science/Engineering/CIS or equivalent experience

- 7+ years in a Production support Engineer role which requires managing customer interaction.

- In-depth knowledge & expertise in modern data, infrastructure and integration platforms, industry best practices for improving reliability and scalability of infrastructure

- Ability to remain calm under pressure.

- Strong understanding of APIs

- Familiarity with ticket tracking tools (Service Now, Jira)

- Experience with Datadog or similar observability tools

- Excellent written and verbal communication skills with the ability to clearly communicate across all levels of the organization in high-pressure situations

- Excellent problem solving and analytical skills

- Ability to work a flexible schedule to help cover round the clock support.

Preferred Requirements :

- 2+ years' experience leading a team / e-commerce experience

- Understanding of the Web; including familiarity with JavaScript, REST APIs, GraphQL, and G.

- Fluency with Unix / Linux.