Sr. Production Support Engineer

Retail Services and Systems, Inc. dba Total Wine & More is hiring a Senior Production Support Engineer to maintain the availability, performance, and reliability of large-scale retail applications and systems. The role leads incident response and root-cause analysis, supports operational monitoring and deployments, and mentors production support staff in a 24/7 environment.

Responsibilities

• Improve and maintain production availability, performance, and reliability for large-scale retail applications and systems in a fast-paced, 24/7 environment
• Work closely with Product and Engineering teams to triage incidents, perform root-cause analysis, implement preventive measures, and oversee monitoring, alerting, and operational documentation
• Provide technical leadership to Production Support Analysts and coordinates incident responses with internal teams and third-party vendors
• Monitor production systems, respond to alerts and user-reported issues, triage incidents, restore service, and deliver SLA-based resolutions for deployment and workflow failures in a 24/7 environment
• Perform root-cause analysis for major outages impacting internal and external customer-facing systems; recommend and implement corrective and preventive actions to minimize recurrence
• Identify complex failures and performance bottlenecks in multi-tier web applications (such as catalog search, checkout, promotions) and distributed components; collaborate with engineering teams to implement solutions
• Identify and resolve data issues impacting demand, supply planning, and inventory forecasting; assist with integrations, including ETL workflows and EDI transactions for invoices and purchase orders with distributors
• Implement advanced strategies, such as identifying and resolving blocking queries and addressing regressed queries that cause performance issues or failures
• Create and maintain alerts, dashboards, and reports for cloud workflows, real-time streaming processes, and databases; utilize logs and metrics to identify error patterns and performance trends
• Develop and maintain standard operating procedures (SOPs), runbooks, and deployment support documentation; provide pre- and post-deployment training to ensure reliable releases across product teams
• Share incident status, business impact, and remediation strategies with engineering, senior leaders, and executives through meetings and written updates; compile weekly operational KPIs (e.g., outages, downtime, SLA misses)
• Help migrate highly customized legacy e‑comm application to modern, unified platform, including mapping existing functionality to new features
• Lead + mentor other engineers + analysts
• Participate in on-call rotation, including nights, weekends + holidays

Skills

• Must have Bachelors in Computer Science, information systems/technology, engineering, or related field and 5 years related production support, operations engineering, and application support experience for enterprise or high-availability customer-facing applications or Master's in Comp Sci, tech-related, or related engineering field and 3 years related software development or production support experience
• 5 years experience with Bachelors or 3 years with Master's in: incident triage, troubleshooting/ debugging, log analysis, root cause analysis, and implementing preventative fixes
• Monitoring, alerting, and dashboards (building and maintaining operational alerts, reports, and metrics), specifically in Jira, ServiceNow, Confluence, or equivalent
• Issue tracking and knowledge management tool (Jira, ServiceNow, Confluence, or equivalent)
• Supporting high-volume retail or e-commerce operations (store systems, websites, and mobile apps) in a production environment
• Supporting data and integration workflows (ETL processes or EDI integrations used for invoices and purchase orders)
• Supply chain, inventory, and demand planning systems, including resolving data quality issues that impact forecasting and ordering
• Supporting CI/CD and release workflows in a 24/7 environment, including incident response for deployment and workflow failures
• Streaming and messaging systems (Kafka or equivalent)
• API testing and troubleshooting for REST and SOAP services using tools such as Postman and command-line utilities (or equivalent)
• (2 years) in: using code repositories (Git or similar) to support releases, troubleshooting, and collaboration with engineering teams
• Any suitable combination of education, training, or experience is acceptable

Benefits

• Paid Time Off (PTO)
• Generous store discounts
• Health care plans (medical, prescription, dental, vision)
• 401(k)
• HSA
• FSA
• Pre-tax commuter benefits
• Disability & life insurance coverage
• Paid parental leave
• Pet insurance
• Critical illness and accident insurance
• Discounted home and auto insurance
• College tuition assistance
• Career development & product training
• Consumer classes

Company Overview

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