Platform Engineer

As a Platform Support Engineer I, you will be responsible for the development of tooling to aid in the maintenance, support, and remediation of issues on our platform to ensure that our systems are healthy. You will proactively manage communication with multiple internal and external stakeholder groups to monitor and manage our systems including problem solving and troubleshooting when issues are detected. Additionally, you will create/define metrics, manage incident management end to end, and analyze the business metrics to drive process/system improvements. Lead and monitor internal dashboard reporting, visualizations, and alerting mechanisms for all production applications and supporting environments. Implement end-to-end monitoring of different platforms to reduce system downtime. Create and manage metrics for all Platforms (eCommerce, Admin Portal & Menu Management) and Brands. Collaborate with engineering groups to lead proactive troubleshooting steps and measures to reduce escalations and resolve issues faster. Lead Priority 1 and 2 calls, process improvements, and postmortems. Lead in an on-call schedule to cover high-priority support incidents occurring outside of normal business hours. Develop new runbooks for repeatable/common issues and create documentation for post-issue resolution including root cause and impact analysis within published department SLAs. Manage and partner with key stakeholders to develop the strong working relationships needed to implement all the above. Actively identify trends and recommend & implement solutions to engineering, product, and brand teams. Conduct research and make recommendations on standards, products, and services. Implement service monitoring across all platforms to ensure continuous availability and operational continuity of critical systems. Participate in and lead code reviews, ensuring that all platform support processes align with our architectural principles and design patterns, fostering a culture of continuous improvement and technical excellence. Develop and enhance tooling for platform support, aiming to automate repetitive tasks, improve system reliability, and streamline operations, while maintaining a strong focus on scalability and maintainability. Collaborate closely with senior engineers to contribute to the design, development, and implementation of support tools and processes, ensuring alignment with overall system architecture and goals. Minimum Requirements: - BS in Computer Science/Engineering/CIS or equivalent experience - 7+ years in a Production support Engineer role which requires managing customer interactions - In-depth knowledge & expertise in modern data, infrastructure and integration platforms, industry best practices for improving reliability and scalability of infrastructure - Ability to remain calm under pressure - Strong understanding of APIs - Familiarity with ticket tracking tools (Service Now, Jira) - Experience with Datadog or similar observability tools - Excellent written and verbal communication skills with the ability to clearly communicate across all levels of the organization in high-pressure situations - Excellent problem-solving and analytical skills - Ability to work a flexible schedule to help cover round-the-clock support Preferred Requirements: - 2+ years experience leading a team / e-commerce experience - Understanding of the Web; including familiarity with JavaScript, REST APIs, GraphQL, and Git - Fluency with Unix / Linux,