Platform Support Engineer

This is a fully remote position, open to applicants in Oregon.

📋 Description

• Act as the primary responder for production incidents and service requests from Total Wireless store owners and dealer partners.

• Gather diagnostic data, provide updates on status, resolve common operational issues, and maintain communication until resolution.

• Collect and analyze diagnostics, logs, system metrics, database traces, and other technical evidence.

• Troubleshoot issues related to enterprise software, point-of-sale applications, web applications, database systems, servers, SSIS packages, and platform components.

• Resolve Tier 1 issues or prepare incident briefs and handoffs for Tier 2, Tier 3, DevOps, Development, database, or platform support teams.

• Prioritize, track, and document incidents, service requests, troubleshooting steps, impacts, and resolutions within the ticketing system.

• Communicate application and platform issues to dealers, management, development teams, internal business units, and other stakeholders.

• Test fixes and conduct follow-ups after resolution.

• Monitor system health dashboards, alerts, data loads, job schedules, and performance metrics.

• Conduct health checks, report anomalies, and recommend preventive measures based on incident trends.

• Support the testing of applications, database changes, code enhancements, and deployments.

• Assist with authorized fixes, configuration updates, backups, code changes, job or package adjustments, stored procedure or indexing optimizations, and remediation.

• Maintain troubleshooting procedures, SOPs, workarounds, incident records, and knowledge articles.

• Guide dealers and end users on system utilization, best practices, and self-service resources.

• Collaborate with technical and platform support teams to verify resolutions and enhance Tier 1 workflows and support processes.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Engineering, Information Technology, Information Systems, or equivalent practical experience.

• Over 3 years of experience in production support or technical customer service.

• Proven ability to communicate with external partners, dealers, or indirect channels to address technical issues and ticket requests.

• Experience in sales or frontline sales operations within retail, indirect dealer, or commercial sales environments.

• Hands-on experience troubleshooting enterprise software, point-of-sale environments, frontline web applications, or database-supported applications.

• Familiarity with enterprise ticketing, monitoring, workflow, or log-analysis platforms like JIRA, Kibana, or similar tools.

• Experience in coordinating issue resolution among technical and business groups.

• Strong proficiency in SQL, query tools, database tracing, or log-analysis for initial diagnostics.

• Knowledge of Microsoft SQL Server and ETL concepts, including SSIS jobs and packages, data-import failures, job scheduling, stored procedures, indexing, transactions, and rollback.

• Ability to support maintenance, troubleshooting, scheduling, and optimization of automated data jobs and integrations with external systems.

• Understanding of relational and non-relational database concepts.

• Practical knowledge of Agile methodologies and service desk frameworks such as ITIL.

• Willingness to travel, see, and listen.

• Personal devices required.

• ITIL, SQL, SSIS, Azure, or related technical certifications preferred.

• Familiarity with generative AI tools such as Gemini or Claude Code preferred.

🏝️ Benefits

• Personal devices required/allowed.

• Ability to travel.

• Remote work arrangement.