Middle Application Support Engineer | TMS, US
About the role
Project Details
You will be a part of the EU-based team of application support & DevOps engineers who will support & help ensure the smooth delivery of our API-driven global promotions platform for one of the largest fast-food restaurant chains in the world. The team is responsible for configuring, deploying & supporting the backend of the games and will be expected to support multiple games at the same time.
Team
- Senior Application Support Engineer
- 2x Middle Application Support Engineer
- DevOps Engineer
- Project Manager
Working Schedule
Due to the complexity of TMS software, it is essential to work via the eastern/central US time zone for the first 6 months to ensure an effective onboarding process. After a 6-month period it's possible to reduce the overlap to 3-4hrs with the eastern/central US time zone. The role is expected to include participation in a shared on-call rotation to support live promotions, project launches, and urgent production incidents. During on-call periods, support may occasionally be required outside standard working hours, including evenings, nights, or weekends.
Responsibilities
- Provide advanced application support for our promotion platform, addressing and resolving issues promptly to ensure optimal system performance.
- Collaborate with the development team to diagnose and troubleshoot application-related issues, identifying root causes and implementing effective solutions.
- Gain a strong understanding of our platform capabilities so you may confidently interface with internal/vendor technical teams for smooth integrations and troubleshooting.
- Monitor system performance and conduct regular health checks to proactively identify potential issues and areas for improvement.
- Participate in incident response to ensure swift resolution of anomalies detected in internal platforms, downstream client environments, as well as partner systems.
- Contribute to official incident response reports providing a timeline of key moments, root cause analysis, and recommendations for system and process improvements to prevent recurrence.
- Develop and maintain support documentation, including troubleshooting guides, FAQs, and system configuration details.
- Assist in the deployment of new releases and updates, ensuring smooth transitions and minimal disruption.