Real-Time ETL Platform Support Engineer
Mosaic North America
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Job summary
Mosaic Sales Solutions US Operating Co, LLC is seeking an ETL Platform Support Engineer to deliver efficient support for data pipelines and enterprise applications. You will troubleshoot enterprise software, POS systems, and web apps, collaborating with operations, development, and business units to resolve incidents.
The role emphasizes incident triage, escalation, monitoring, deployment support, and end-user enablement, with proactive problem detection and clear stakeholder communication.
Qualifications
- 3+ years of experience in production support or technical customer service, preferably in a Tier 1 or initial-response capacity.
- Experience communicating directly with external partners, dealers, or indirect channels to resolve technical issues and ticket requests.
- Background in sales or frontline sales operations with an understanding of retail, indirect dealer, or commercial sales environments.
- Hands-on experience troubleshooting enterprise software systems, point-of-sale environments, frontline web applications, or database-supported applications.
- Experience using enterprise ticketing, monitoring, workflow, or log-analysis platforms such as JIRA, Kibana, or comparable tools.
- Experience working in a collaborative, team-oriented environment and coordinating issue resolution across technical and business groups.
Responsibilities
- Production Support & Dealer Communication: Serve as frontline responder for incidents and service requests from Total Wireless store owners and dealer partners.
- Incident Triage, Troubleshooting & Escalation: Collect diagnostics and troubleshoot enterprise software, POS apps, web apps, and databases; prepare detailed briefs for higher tiers.
- Incident Management & Stakeholder Communication: Track incidents, document steps, and communicate issues to dealers, management, and development teams.
- Monitoring, Alerting & Preventive Support: Monitor dashboards, data loads, and schedules; perform health checks and report anomalies.
- Platform, Database & Deployment Support: Support testing, changes, and deployments; apply fixes and optimizations under authorization.
- Documentation, Knowledge & End-User Enablement: Maintain SOCs, SOPs, and knowledge articles; guide dealers and end users on system usage.
- Collaboration & Continuous Improvement: Work with Tier 2/3, DevOps, and data teams to verify resolutions and improve workflows.
Skills
Education
Tools
Job description
Mosaic Sales Solutions US Operating Co, LLC is seeking an ETL Platform Support Engineer to deliver efficient support for data pipelines and enterprise applications. You will troubleshoot enterprise software, POS systems, and web apps, collaborating with operations, development, and business units to resolve incidents.
The role emphasizes incident triage, escalation, monitoring, deployment support, and end-user enablement, with proactive problem detection and clear stakeholder communication.
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