Systems Operations Support Analyst

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

📋 Description

• Act as the main on-call resource to oversee and ensure the well-being of the fulfillment operations platform and its related integrations during scheduled off-hours.

• Monitor fulfillment systems, integrations, and operational workflows during designated on-call hours.

• Address production alerts and operational support requests promptly.

• Identify, triage, troubleshoot, and resolve production issues following established runbooks.

• Conduct investigations across application logs, databases, APIs, and code to ascertain the root cause of issues.

• Execute debugging and log analysis to pinpoint failures.

• Document findings and resolutions to enhance future incident response strategies.

• Independently handle low-to-medium complexity incidents.

• Escalate high-severity issues to the Sr. Manager of Fulfillment Systems, providing a summary of the issue, impact assessment, root cause, troubleshooting actions taken, and recommended next steps.

• Create and maintain small Python scripts and automation tools.

• Assist with low-risk enhancements and bug fixes within fulfillment applications.

• Conduct routine system maintenance, cleanup, and address technical debt.

• Enhance operational runbooks and support documentation.

• Identify recurring operational issues and propose long-term solutions.

• Collaborate with engineering teams to bolster system reliability and monitoring.

• Work Monday to Friday from 3 PM to 11 PM EST, with on-call duties every other weekend; complete initial training from 9 AM to 5 PM EST for the first month.

⛳️ Requirements

• A minimum of 2 years of experience in software engineering or systems support (WMS/OMS, etc.).

• Experience in supporting fulfillment, warehouse, and supply chain systems and processes.

• Intermediate proficiency in Python.

• Intermediate SQL skills for investigation and data analysis.

• Familiarity with working with JSON APIs.

• Experience troubleshooting production applications.

• Ability to investigate issues utilizing logs, databases, and application code.

• Strong analytical and critical-thinking capabilities.

• Excellent written and verbal communication skills in English.

• Experience with Jira, Confluence, or other similar collaboration tools.

• Must be able to work remotely from anywhere in the U.S.

• Employer will not provide sponsorship for work visas.

• Preferred: Experience with Docker.

• Preferred: Familiarity with monitoring and alerting platforms.

• Preferred: Knowledge of CI/CD pipelines.

• Preferred: Experience with AI-assisted development tools such as Claude, Cursor, or GitHub Copilot.

🏝️ Benefits

• Remote-first: choose to work from home, our NYC office, or anywhere in the U.S.!

• Equity options.

• Unlimited vacation policy.

• Comprehensive paid parental leave.

• Monthly Hungryroot credit for healthy groceries.

• Extensive health, vision, dental, and life insurance coverage.

• 401k plan with company match.

• Stipend to assist with your home-office setup.

• Annual company retreat.

• Regular virtual team-building events.