Sustaining Engineer

Location

Employment Type

Department

Position Description:
We are seeking a highly skilled Sustaining Engineer (L3 – Punchh Platform) to join the technical backbone of the Punchh platform. This role ensures the health, stability, and scalability of Punchh’s production systems, supporting hundreds of brands and millions of end users daily.
You will play a hands-on role in resolving complex production issues at the code level, leading incident management, and implementing architectural and process improvements to meet service-level objectives (SLOs) and service-level agreements (SLAs).
This is an engineering-led role that partners closely with Product, Engineering, and Platform Operations teams — providing a unique opportunity to influence platform direction while driving reliability and customer experience at scale.

Position Location:
Jaipur

What We’re Looking For

Entrees (Requirements):

• 3+ years of experience in sustaining engineering, production support, or backend development in SaaS or platform environments.
• Strong experience with full-stack development using Ruby on Rails, including front-end integration and backend services.
• Advanced troubleshooting skills for distributed systems, microservices, and public cloud (AWS preferred).
• Proficiency with RESTful APIs, authentication (OAuth 2.0, JWT), and webhooks.
• Hands-on experience with Databricks, New Relic, Postman, and strong SQL/database query skills.
• Experience with DevOps practices and CI/CD pipelines for seamless deployments and rollbacks.
• Understanding of observability tools (Datadog, CloudWatch, Sentry) and SRE practices (SLO tracking, error budgets, postmortems).
• Proficient in cloud platforms (AWS, Azure, GCP) including services like Lambda, API Gateway, S3, and DynamoDB.
• Familiar with SPA frameworks (React, Angular, Vue), networking fundamentals (DNS, TLS/SSL, VPNs), and security standards (PCI DSS).

With a side of (Additional Skills):

• Familiarity with restaurant technology — POS systems, loyalty platforms, or middleware integrations.
• Strong incident communication skills for stakeholder alignment during high-pressure events.
• Excellent organizational, documentation, and cross-functional collaboration skills.
• Customer-focused mindset with a drive for continuous improvement and measurable outcomes.
• Bachelor’s degree in Computer Science, Engineering, or equivalent experience preferred.

Unleash your potential: What you will be doing and owning

• Act as the final escalation point (L3) for complex, cross-system production issues impacting integrations or customer-facing features.
• Lead incident bridges for high-severity events, driving root cause analysis (RCA), postmortems, and recovery.
• Perform deep root cause analysis across APIs, integrations, and microservices using logs, telemetry, and source-level debugging.
• Contribute directly to the codebase with fixes, refactors, and stability improvements.
• Serve as engineering lead for third-party integrations (POS, payment processors, marketing platforms).
• Define and enforce integration best practices and standards across the platform.
• Maintain and evolve technical runbooks, diagnostic playbooks, and integration guidelines.
• Apply ITIL best practices for incident, problem, and change management.
• Identify and automate triage, alerting, and recovery workflows to reduce MTTR.
• Collaborate with Engineering, Product, DevOps, and Customer Success teams to identify systemic issues and drive platform-level improvements.
• Represent Sustaining Engineering in release planning, readiness reviews, and go-live support.
• Mentor Tier 2 engineers, share knowledge, and help build organizational capability to reduce escalations over time.

Shift Timings

We will be operating on a three-shift model to ensure 24x7 coverage, aligned to U.S. time zones:

• Shift A (Morning): 8:00 AM – 4:00 PM ET
• Shift B (Evening): 4:00 PM – 12:00 AM ET
• Shift C (Overnight): 12:00 AM – 8:00 AM ET

Interview Process:

• Interview #1: Phone Screen with Talent Acquisition Team
• Interview #2: Video interview with the Technical Teams (via MS Teams/F2F)
• Interview #3: Video interview with the Hiring Manager (via MS Teams/F2F)

PAR is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. We also provide reasonable accommodations to individuals with disabilities in accordance with applicable laws. If you require reasonable accommodation to complete a job application, pre-employment testing, a job interview or to otherwise participate in the hiring process, or for your role at PAR, please contact accommodations@partech.com. If you’d like more information about your EEO rights as an applicant, please visit the US Department of Labor's website.