Senior Software Support Engineer, Retail & Marcom Engineering

What you'll do

• Triage, troubleshoot, and prioritize incidents based on business impact to unblock operations quickly.
• Own incidents through to root cause analysis and file defects with clear evidence for engineering fixes.
• Review partner change requests for publishing impact and validate system health before and after change windows.
• Provide coverage during launch and seasonal peak windows, including participation in war rooms.
• Convert recurring alerts into problem records and maintain current runbook references to prevent repeat incidents.
• Identify and build automation to remove manual effort from triage, validation, and reporting processes.
• Produce recurring incident and publishing summaries for leadership to identify trends and operational metrics.

What we're looking for

• 8+ years of experience in IT operations, production support, SRE, and/or security.
• Experience with incident, change, and problem management in an enterprise ITSM tool.
• Hands-on experience supporting a content management system (CMS) and its feed pipelines.
• Coding experience in Java, Scala, or other object-oriented languages for technical analysis and debugging.
• Hands-on experience with Splunk and SQL or PL/SQL.
• Bachelor's degree or higher in Computer Science or a related STEM field or job-related work experience.
• Strong analytical skills in high-pressure outages and ability to conduct root cause analysis (preferred).
• Experience supporting eCommerce, catalog, or content publishing platforms at scale (preferred).