Senior Digital Platforms Support Engineer Hybrid (Monday-Wednesday in office & Thurs-Friday Remote)

Pet Supplies Plus•Livonia, MI

34d•Hybrid

About The Position

Pet Supplies Plus is seeking a hands-on Senior Digital Platforms Support Engineer to support the stability, reliability, and performance of our customer-facing digital ecosystem, including ecommerce, mobile app, loyalty, marketing technology, and related digital integrations. This role serves as a senior individual contributor responsible for production support, incident coordination, observability, operational reporting, and continuous improvement across digital platforms. The ideal candidate is a strong problem solver who can quickly assess issues, coordinate internal teams and vendors, communicate clearly with stakeholders, and help mature monitoring and support practices that improve the customer experience.

Requirements

5+ years of experience supporting digital platforms, ecommerce systems, marketing technology, mobile applications, or other customer-facing technology environments.
Strong experience troubleshooting production issues, integrations, platform defects, workflow failures, and data-related problems.
Experience coordinating incident response across technical teams, business stakeholders, and external vendors.
Ability to analyze logs, reports, dashboards, tickets, and operational data to identify issue patterns and root causes.
Strong communication skills with the ability to explain technical issues clearly to technical and non-technical audiences.
Proven ability to manage competing priorities, drive follow-through, and operate independently with strong ownership and accountability.
Experience with ticketing, incident management, monitoring, support workflows, and operational reporting.

Nice To Haves

Experience supporting ecommerce platforms, mobile applications, loyalty platforms, Salesforce Marketing Cloud, Sitecore, or related digital technologies.
Familiarity with APIs, integrations, customer data ecosystems, application performance monitoring, observability tools, dashboards, and alerting practices.
Ability to write SQL or perform basic data analysis to support troubleshooting and operational reporting.
Experience in retail, ecommerce, franchising, or other customer-facing digital environments.
Familiarity with ITIL, incident management best practices, release validation, and post-incident review processes.

Responsibilities

Serve as the first point of engagement for digital platform incidents, production issues, and operational support requests.
Perform first-level triage, troubleshooting, and investigation across ecommerce, mobile, loyalty, marketing technology, customer identity, and third-party integrations.
Own incident coordination through resolution by engaging the appropriate internal teams, delivery partners, infrastructure teams, vendors, and platform providers.
Lead clear incident communication, including stakeholder updates, escalation coordination, post-incident follow-up, and resolution tracking.
Develop and maintain dashboards, alerts, health metrics, and operational reporting to improve visibility into platform performance and reliability.
Monitor digital experiences and integrations for issues impacting ordering, checkout, search, navigation, promotions, loyalty, customer accounts, marketing communications, and mobile app functionality.
Partner with engineering, ecommerce, mobile, marketing technology, product, IT, infrastructure, and vendor teams to resolve issues and reduce recurring incidents.
Support release validation and post-deployment monitoring to confirm platform stability after changes.
Identify opportunities to automate support activities, improve monitoring, strengthen operational processes, and reduce support friction.
Create and maintain support documentation, runbooks, escalation procedures, known issue records, and standard operating procedures.