Do you have the ability to multitask in a fast paced environment mentoring other entry level Support Engineers? Then you have cleared the first checkpoint we need for this position. If you have a passion for Customer Support and at the same time be at the fore-front of our end customer communications, this is the right place for you!

Responsibilities:

• Lead the day-to-day proactive monitoring of the application systems in operation, including tasks related to identifying, troubleshooting application issues, provide resolution of issues or trigger escalation
• Responsible for mentoring other entry level L2 Support Engineers
• Provide regular support to the Implementation and CRM tracks during peak periods of increased Cx and order activity
• Master accurate Troubleshooting techniques and RCAs on tickets needing L2 attention
• Meet SLAs like response and resolution times by partnering within L3 and L4 Support teams
• Help and assist to resolve software and technical questions for the customer efficiently and effectively.
• Responsible for independent review, validation and verification of the written code / scripts and bug fixes by the other junior L2 members of the team
• Monitor Infrastructure alerts on communication channels and guide the L2 Support Engineers to act on the potential risks with tenants based on impacted use-cases
• Collaborate with architects to properly manage customer inquiries and escalate when appropriate
• Perform Root cause analysis, customer support relationship management in partnership with Product Architects ; Interpret and disseminate the information to a variety of audiences, including support teams and internal leadership
• Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.
• Work on scripting tasks to provide periodic data as per requests and update bulk data
• Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.
• Share feature requests and effective workarounds with internal teams keeping the infrastructure scalability component in mind , and communicate to the end customer

Qualifications:

• 3 years in an application monitoring and support role using an incident management tool
• At least 3 years using MongoDB, Express, Angular, Node (MEAN Stack)

• At least 3 years of combined experience working in AWS services / New Relic, Agile, CI/CD, DevOps environments
• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
• Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices
• At least 1+ years of experience with HTML / CSS
• At least 1 year of experience with SQL
• Must have a professional degree

Travel Requirements:

• Remote Position (40 hours per week Monday to Friday with On-Call support as needed during Peak)

Benefits:

• 22 Days PTO
• 100% Employee Covered Health Benefits options
• 401(k) with 4% match
• Work from Anywhere stipend

US applicants must be currently authorized to work in the United States on a full-time basis.

* Must live in or be willing to relocate at their own expense to one of the following states to be eligible for hire: Texas, Tennessee, Pennsylvania, South Carolina, Louisiana, Iowa, Georgia, North Carolina, Arizona, Idaho *

Company Overview:

Delivery Solutions provides retailers with out-of-the-box solutions to power Same-Day Delivery, Curbside, In-Store pickup, Shipping, and Post Purchase experiences. We are trusted with some of the biggest names in multiple verticals of retail like Sephora, Michael's, Office Depot, GameStop, Total Wine, Sally Beauty, Abercrombie & Fitch Co. Belk, Loblaw, Vineyard Vines etc

Our SAAS-based solution is highly flexible and interacts seamlessly with E-commerce properties, OMS, WMS and POS systems for a highly scalable experience and a delighted customer base.

We are out of the box connected to the biggest names in same-day delivery like Uber, DoorDash, Postmates, Shipt, etc, with shipping providers like FedEx, UPS, USPS and many more.

Leaders in Delivery Orchestration and Post Purchase Experiences.

Last Mile Ventures LLC - DBA , Delivery Solutions is a wholly-owned subsidiary of UPS.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.