{"id":3910177,"url":"https://alion.io/job/total-wine-sr-production-support-engineer","title":"Sr. Production Support Engineer","company":{"id":1771077,"name":"Total Wine","domain":"totalwine.com","url":"https://alion.io/company/totalwine","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bethesda, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":178000,"max":245000,"currency":"USD","period":"year","gross":null,"usd_annual":245000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Apache Kafka","optional":false},{"name":"CAPA","optional":false},{"name":"CI/CD","optional":false},{"name":"Confluence","optional":false},{"name":"ETL/ELT","optional":false},{"name":"Git","optional":false},{"name":"Jira","optional":false},{"name":"Postman","optional":false},{"name":"Rest API","optional":false},{"name":"ServiceNow","optional":false},{"name":"SOAP","optional":false}],"status":"closed","first_seen_at":"2026-11-06T23:56:58Z","employer_posted_date":null,"last_verified_at":"2026-11-07T15:20:15Z","board_verified":false,"closed_at":"2026-11-07T15:20:15Z","days_open":0,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":0},"description":"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.\n\nResponsibilities\nImprove and maintain production availability, performance, and reliability for large-scale retail applications and systems in a fast-paced, 24/7 environment\nWork closely with Product and Engineering teams to triage incidents, perform root-cause analysis, implement preventive measures, and oversee monitoring, alerting, and operational documentation\nProvide technical leadership to Production Support Analysts and coordinates incident responses with internal teams and third-party vendors\nMonitor 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\nPerform root-cause analysis for major outages impacting internal and external customer-facing systems; recommend and implement corrective and preventive actions to minimize recurrence\nIdentify 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\nIdentify 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\nImplement advanced strategies, such as identifying and resolving blocking queries and addressing regressed queries that cause performance issues or failures\nCreate 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\nDevelop and maintain standard operating procedures (SOPs), runbooks, and deployment support documentation; provide pre- and post-deployment training to ensure reliable releases across product teams\nShare 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)\nHelp migrate highly customized legacy e‑comm application to modern, unified platform, including mapping existing functionality to new features\nLead + mentor other engineers + analysts\nParticipate in on-call rotation, including nights, weekends + holidays\n\nSkills\nMust 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\n5 years experience with Bachelors or 3 years with Master's in: incident triage, troubleshooting/ debugging, log analysis, root cause analysis, and implementing preventative fixes\nMonitoring, alerting, and dashboards (building and maintaining operational alerts, reports, and metrics), specifically in Jira, ServiceNow, Confluence, or equivalent\nIssue tracking and knowledge management tool (Jira, ServiceNow, Confluence, or equivalent)\nSupporting high-volume retail or e-commerce operations (store systems, websites, and mobile apps) in a production environment\nSupporting data and integration workflows (ETL processes or EDI integrations used for invoices and purchase orders)\nSupply chain, inventory, and demand planning systems, including resolving data quality issues that impact forecasting and ordering\nSupporting CI/CD and release workflows in a 24/7 environment, including incident response for deployment and workflow failures\nStreaming and messaging systems (Kafka or equivalent)\nAPI testing and troubleshooting for REST and SOAP services using tools such as Postman and command-line utilities (or equivalent)\n(2 years) in: using code repositories (Git or similar) to support releases, troubleshooting, and collaboration with engineering teams\nAny suitable combination of education, training, or experience is acceptable\n\nBenefits\nPaid Time Off (PTO)\nGenerous store discounts\nHealth care plans (medical, prescription, dental, vision)\n401(k)\nHSA\nFSA\nPre-tax commuter benefits\nDisability & life insurance coverage\nPaid parental leave\nPet insurance\nCritical illness and accident insurance\nDiscounted home and auto insurance\nCollege tuition assistance\nCareer development & product training\nConsumer classes\n\nCompany Overview\n𝐓𝐨𝐭𝐚𝐥 𝐖𝐢𝐧𝐞 & 𝐌𝐨𝐫𝐞 𝐢𝐬 𝐀𝐦𝐞𝐫𝐢𝐜𝐚‘𝐬 𝐖𝐢𝐧𝐞 𝐒𝐮𝐩𝐞𝐫𝐬𝐭𝐨𝐫𝐞®—the country‘s largest independent retailer of fine wine. It was founded in 1991, and is headquartered in Potomac, Maryland, USA, with a workforce of 5001-10000 employees. Its website is https://www.totalwine.com/.\n\nCompany H1B Sponsorship\nTotal Wine & More has a track record of offering H1B sponsorships, with 14 in 2026, 13 in 2025, 3 in 2024, 2 in 2023, 3 in 2020. Please note that this does not guarantee sponsorship for this specific role.","description_format":"text","description_chars":5371,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Insurance coverage","Life insurance","Parental leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Commerce"],"lifecycle":[{"event":"open","at":"2026-11-07T06:24:45Z"},{"event":"close","at":"2026-11-07T15:20:15Z"}],"visa":[],"liveness":null,"pay":{"stated_usd_annual":245000,"is_top_pay":true},"html_url":"https://alion.io/job/total-wine-sr-production-support-engineer","json_url":"https://alion.io/job/total-wine-sr-production-support-engineer.json","meta":{"generated_at":"2026-11-08T15:19:51Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":32418,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-09T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1771077},"rest":"https://alion.io/mcp/rest/get_company?id=1771077"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftotal-wine-sr-production-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftotal-wine-sr-production-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftotal-wine-sr-production-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/total-wine-sr-production-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftotal-wine-sr-production-support-engineer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3910177}},{"tool":"search_jobs","arguments":{"company":"totalwine.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3910177},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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