Sr. Production Support Engineer

Total Wine & More•SSC - MD, MD

2d•$178,920 - $270,000•Onsite

About The Position

Retail Services and Systems, Inc. dba Total Wine & More is hiring a Sr. Production Support Engineer for its Bethesda, Maryland location. The role improves and maintains availability, performance, and reliability for large-scale retail applications and systems in a fast-paced, 24/7 production environment. The engineer works closely with Product and Engineering teams to triage incidents, investigate root causes, implement preventive measures, and manage monitoring, alerting, and operational documentation. The role also provides technical leadership to Production Support Analysts and coordinates incident responses with internal teams and third-party vendors. The engineer supports customer-facing and internal applications, including multi-tier web applications and distributed components, and helps resolve data and integration issues affecting demand, supply planning, inventory forecasting, and ordering. The role contributes to migrating a highly customized legacy e-commerce application to a modern unified platform, including mapping existing functionality to new features. It includes mentoring engineers and analysts and participating in an on-call rotation covering nights, weekends, and holidays. The position requires a bachelor's degree in a specified technical or related field and five years of relevant experience, or a master's degree in a technical or related engineering field and three years of relevant experience. The required skills and experience include production support, operational and application support, incident management, monitoring, retail or e-commerce operations, data and integration workflows, supply-chain systems, CI/CD and release workflows, streaming and messaging systems, API troubleshooting, and code repositories. Any suitable combination of education, training, or experience is acceptable.

Requirements

Bachelor's degree in Computer Science, information systems or technology, engineering, or a related field, and five years of related production support, operations engineering, and application support experience for enterprise or high-availability customer-facing applications; or a master's degree in Computer Science, a technology-related field, or a related engineering field, and three years of related software development or production support experience.
Five years of experience with a bachelor's degree, or three years with a master's degree, in incident triage, troubleshooting and debugging, log analysis, root-cause analysis, and implementing preventive fixes.
Experience building and maintaining operational alerts, reports, and metrics using Jira, ServiceNow, Confluence, or equivalent tools.
Experience with issue-tracking and knowledge-management tools such as Jira, ServiceNow, Confluence, or equivalent.
Experience supporting high-volume retail or e-commerce operations, including store systems, websites, and mobile apps, in a production environment.
Experience supporting data and integration workflows, including ETL processes or EDI integrations for invoices and purchase orders.
Experience with supply-chain, inventory, and demand-planning systems, including resolving data-quality issues that affect forecasting and ordering.
Experience supporting CI/CD and release workflows in a 24/7 environment, including incident response for deployment and workflow failures.
Experience with streaming and messaging systems such as Kafka or equivalent.
Experience testing and troubleshooting REST and SOAP APIs using Postman and command-line utilities or equivalent tools.
Two years of experience using code repositories such as Git to support releases, troubleshooting, and collaboration with engineering teams.
Any suitable combination of education, training, or experience is acceptable.

Responsibilities

Improve and maintain production availability, performance, and reliability for large-scale retail applications and systems.
Monitor production systems, respond to alerts and user-reported issues, triage incidents, restore service, and deliver SLA-based resolutions for deployment and workflow failures.
Perform root-cause analysis for major outages affecting internal and customer-facing systems and implement corrective and preventive actions.
Identify complex failures and performance bottlenecks in multi-tier web applications and distributed components, and collaborate with engineering teams on solutions.
Identify and resolve data issues affecting demand, supply planning, inventory forecasting, and ordering.
Assist with integrations, including ETL workflows and EDI transactions for distributor invoices and purchase orders.
Identify and resolve blocking and regressed database queries that cause performance issues or failures.
Create and maintain alerts, dashboards, and reports for cloud workflows, real-time streaming processes, and databases; use logs and metrics to identify error patterns and performance trends.
Develop and maintain SOPs, runbooks, and deployment support documentation, and provide pre- and post-deployment training.
Communicate incident status, business impact, and remediation strategies to engineering teams and senior leaders through meetings and written updates.
Compile weekly operational KPIs, including outages, downtime, and SLA misses.
Support migration of a highly customized legacy e-commerce application to a modern unified platform, including mapping existing functionality to new features.
Provide technical leadership and mentor engineers and analysts.
Coordinate incident responses with internal teams and third-party vendors.
Participate in an on-call rotation, including nights, weekends, and holidays.