Application Support Analyst

Golden Technology; Blue Ash (OH); On-site; USD 70,000 - 100,000; Full time

Job summary

Golden Technology in Blue Ash, OH is seeking a Level 3 Support, Site Reliability, and Operations Engineer for our Next Generation POS platform. You will work embedded with developers, participating in on-call rotations and go-lives.

We value problem-solving, curiosity, and drive over rigid prerequisites; a Bachelor's in CS or related field is preferred, with willingness to learn POS systems, SQL/NoSQL, and scripting. In-office role with travel for go-lives may be required.

Qualifications

• Bachelor's degree or equivalent experience.
• Exposure to POS systems in enterprise environments is helpful; some experience with Java is preferred, Go is a plus.
• Experience with SQL or NoSQL databases and scripting is a plus; willingness to learn on the job matters more than mastery.
• Interest in PCI-DSS.

Responsibilities

• Partner with cross-functional teams to expedite issue resolution and manage SLAs.
• Support and maintain infrastructure and applications, including off-hours support (24x7) as required.
• Test infrastructure and application changes.
• Establish priorities and develop specifications for enhancements.
• Participate in the design process; design, code, and unit test changes.
• Complete estimates and work plans for tasks.
• Monitor systems and performance for service interruptions.
• Drive incident response and post-incident reviews.
• Maintain operational procedures and scripts to ensure stability.
• Independently execute large projects and lead others.

Skills

Communication skills

On-call experience

Agile familiarity

Scrum Master

Problem solving

Willingness to learn

Java

Go

SQL

NoSQL (MongoDB)

Shell/PowerShell/Python

Education

Bachelor's degree in Computer Science, Information Systems, or a related field

Tools

ServiceNow

Jira

Confluence

Splunk

Grafana

Job description

Job Description

• Level 3 (LV3) Support, Site Reliability, and Operations Engineer supporting Next Generation Point of Sale (NGPOS) platform
• This team is embedded within the engineering organization, partnering directly with developers throughout the SDLC rather than sitting in a separate support silo
• We care more about problem-solving instinct, curiosity, and drive than a checklist of prior experience the items below describe a strong match, not a hard bar, and candidates early in their career or without every listed skill are encouraged to apply
• In office, Blue Ash, OH 5 days a week; willingness to travel and provide onsite support for new go-lives, pilots, and rollouts
• Participate in a scheduled on-call rotation (nights/weekends/holidays) for 24x7 support; PTO/leave may be restricted during peak retail periods and major go-lives
• Bachelor's degree in Computer Science, Information Systems, or a related field (or equivalent experience) preferred; prior experience in application support, operations, or engineering is a plus but not required
• Exposure to Point of Sale systems in enterprise environments is helpful; some experience with Java is preferred, Go is a plus
• Any exposure to SQL or NoSQL databases (e.g., MongoDB), scripting (Shell, PowerShell, or Python), or ITSM/monitoring tooling (ServiceNow, Jira, Confluence, Splunk, Grafana, or equivalent) is a plus willingness to learn these on the job matters more than prior mastery
• Interest in or willingness to learn payment card security standards (PCI-DSS)
• Excellent oral and written communication skills; able to translate between business users and Technology teams
• Familiarity with the Agile process is helpful; experience as a Scrum Master a plus
• Willingness to speak up and challenge developers on Agile best practices and definitions of done during refinement and QA
• Accountable for driving support tickets and emails to resolution
• Good judgment under pressure; able to prioritize across competing support, testing, and scrum-master duties

Key Responsibilities

• Partner with cross-functional teams to expedite issue resolution and manage to SLAs
• Support and maintain infrastructure and applications, including off-hours support (24 x 7) as required
• Test infrastructure and application changes
• Establish priorities and develop functional and programming specifications for application enhancements and modifications
• Participate in the application technical design process; design, code, and unit test application changes using SDLC best practices
• Complete estimates and work plans for design, development, implementation, and rollout tasks
• Monitor systems, consoles, and performance for service interruptions or delays
• Address and resolve infrastructure system failuresExecute, log, and report break/fix changes, service requests, and support activities
• Maintain operational procedures, processes, and scripts; follow documented processes to ensure infrastructure stability
• Own incident and problem management: drive major incident response, root cause analysis, and post-incident reviews
• Champion engineering standards and continuously improve software delivery processes
• Build partnerships across application, business, and infrastructure teams
• Independently execute large projects and lead other analysts in completing projects