Sr. Systems Support Engineer

Job Summary

Job Description

JOB SUMMARY

• This senior, cross-functional role serves as a subject matter expert for complex, escalated incidents across core Supply Chain
• technologies, including WMS, G2P, TMS, SCADA, and related logistics systems.
• As part of a collaborative Level 3 support and analysis team, you will lead root cause investigations, interpret logs and code traces,
• identify monitoring gaps, and partner closely with Build and L2 teams to strengthen long-term system stability.
• Ideal candidates are resourceful problem-solvers who take the initiative in unfamiliar situations and investigate issues without an
• established playbook. They can leverage technical fluency in PL/SQL, Java, enterprise system architecture, and major incident
• response.
• You will do this while working within a strong network of peers and stakeholders who can provide expertise, collaboration, and
• support.

MAJOR RESPONSIBILITIES

• Lead deep-dive investigations into high-impact incidents, collaborating with internal teams to identify root cause and
• corrective actions.
• Analyze system logs, code traces, and service behavior across multiple supply chain platforms.
• Partner with Build teams and developers to address defects and visibility gaps in infrastructure and upcoming
• enhancements.
• Handle escalations from and engage in knowledge transfer to L2 support.
• Create and maintain technical documentation, Root Cause Analysis reports, and proactive stability recommendations.
• Contribute to the design and evolution of monitoring and alerting strategies.
• Support the development of new team members and junior analysts.
• Maintain strong working knowledge of system architecture, application behavior, and operational priorities.

MINIMUM JOB REQUIREMENTS

Education

Bachelor’s degree or equivalent experience required. Open to non-STEM fields, with preference for candidates who demonstrate

strong critical thinking, communication, and problem-solving skills.

Work Experience

• 5+ years of professional experience in technical environments such as L2/L3 IT Support, Software Development, Systems
• Engineering, or Infrastructure Operations.
• 2+ years must involve high-responsibility contexts like major incident response, DevOps/Site Reliability, or fast-paced startup environments where independent problem-solving was required. Ideal candidates have been the “fixer” that others call when facing novel or ambiguous issues.

Knowledge / Skills / Abilities

• Experience investigating and resolving unfamiliar system issues without a playbook
• Strong diagnostic and troubleshooting abilities across complex, layered systems
• Comfortable interpreting logs, stack traces, and system telemetry
• Strong pattern recognition and systems-thinking mindset
• Can operate independently and with urgency in ambiguous, high-pressure situations
• Excellent written and verbal communication skills
• Familiarity with Oracle PL/SQL, Java, or similar enterprise development ecosystems
• Experience collaborating and communicating with technical and non-technical teams

PREFERRED JOB REQUIREMENTS

Education

• Bachelor’s degree in any discipline, with a preference for candidates who combine strong communication and analytical skills with demonstrated success in technical roles
• Candidates with humanities, liberal arts, or interdisciplinary backgrounds who have excelled in technical
• environments are strongly encouraged to apply

Certification / Licensure

Additional certifications (e.g. ITIL 4, Oracle Java, Oracle PL/SQL, Azure Admin, PMI-ACP)

Work Experience

• Candidates with 7+ years of experience in technical environments involving systems troubleshooting, root cause analysis, or application support across complex enterprise platforms are preferred.
• Ideal backgrounds include cross-functional roles spanning IT Support, Infrastructure, DevOps, and Software Development.
• Experience owning root cause analysis (RCA), leading post-incident reviews, or driving continuous improvement initiatives is highly valued.
• A background in startup, R&D, or Agile environments, where adaptability and independent problem-solving were essential, is also advantageous.
• Candidates who have improved incident response, enhanced system stability, or advised on WMS, SCADA, or TMS enhancements in previous roles will stand out.

Knowledge / Skills / Abilities

• Experience leading investigations and troubleshooting efforts during high-stakes incidents.
• High levels of tec