Senior Support Engineer

Gentis Solutions; Cincinnati (OH); On-site; USD 93,000 - 125,000; Part time

Job summary

Gentis Solutions in Cincinnati, OH is seeking three Senior Support Engineers for a next-generation Point of Sale platform rollout across locations nationwide. This Level 3 production support role emphasizes incident management, production troubleshooting, and operational reliability.

You will work closely with developers and various teams, translating needs into actionable fixes while participating in on-call coverage and store-wide deployments. This is an onsite role with travel requirements.

Qualifications

• Proven experience leading P1/P2 incidents end-to-end.

Responsibilities

• Lead P1 and P2 incident response, including technical bridges and war rooms.
• Drive critical production issues through resolution.
• Conduct root cause analysis and ensure corrective actions are completed.
• Troubleshoot applications, infrastructure, and Point of Sale systems.
• Analyze logs, dashboards, monitoring tools, and system behavior.
• Coordinate technical and business teams during high-pressure incidents.
• Partner with developers, application teams, infrastructure teams, and business stakeholders.
• Test application and infrastructure changes.
• Execute and document break/fix changes, service requests, and support activities.
• Support pilots, go-lives, and store rollouts.
• Maintain operational procedures, documentation, processes, and scripts.
• Improve system stability, performance, and overall support processes.

Skills

Incident response

P1/P2 management

Root cause analysis

Observability tools

Production troubleshooting

On-call coverage

Cross-functional coordination

Onsite travel

Communication

Tools

Splunk

Grafana

Dynatrace

ServiceNow

Jira

Confluence

Job description

Employment Type: 18-Month Contract-to-Hire

Compensation: $45–$60/hour W2 ($93,600–$124,800 annualized)

Openings: 3

Our client, one of the country’s largest grocery and retail organizations, is hiring three Senior Support Engineers to support a next-generation Point of Sale platform being rolled out across thousands of locations nationwide.

This is a Level 3 production support role embedded directly within the engineering organization. The position focuses on major incident management, production troubleshooting, operational reliability, and root cause analysis across software, infrastructure, cloud, on-prem, and store environments.

This is not a traditional developer position, although you will work closely with developers and interact with code regularly. Site Reliability Engineers may translate well, but candidates must be comfortable working in a hands‑on production support environment.

What You’ll Be Doing

• Lead P1 and P2 incident response, including technical bridges and war rooms


• Drive critical production issues through resolution


• Conduct root cause analysis and ensure corrective actions are completed


• Troubleshoot applications, infrastructure, and Point of Sale systems


• Analyze logs, dashboards, monitoring tools, and system behavior


• Coordinate technical and business teams during high-pressure incidents


• Partner with developers, application teams, infrastructure teams, and business stakeholders


• Test application and infrastructure changes


• Execute and document break/fix changes, service requests, and support activities


• Support pilots, go-lives, and store rollouts


• Maintain operational procedures, documentation, processes, and scripts


• Improve system stability, performance, and overall support processes

What We’re Looking For

• Proven experience personally leading P1 or P2 incidents from initial response through resolution


• Experience running a technical bridge or war room during a major production outage


• Strong root cause analysis and problem management experience


• Familiarity with structured RCA methods such as five whys, fishbone analysis, or timeline reconstruction


• Experience driving corrective actions through completion, not simply documenting findings


• Hands‑on production troubleshooting across complex application and infrastructure environments


• Experience using logs, dashboards, monitoring, and observability tools


• Ability to coordinate technical and business teams under pressure


• Strong judgment, ownership, communication, and prioritization skills


• Ability to work onsite, travel as required, and participate in rotating on-call coverage

Preferred Experience

• Point of Sale or enterprise retail systems


• High-availability or distributed multi-site environments


• Java or Go


• SQL, NoSQL, or MongoDB


• Shell, PowerShell, or Python scripting


• ServiceNow, Jira, Confluence, Splunk, Grafana, Dynatrace, or similar tools