Site Reliability Engineer

LeadStack Inc.; Cincinnati (OH); On-site; USD 83,000 - 96,000; Full time

Job summary

LeadStack Inc. is seeking a Level 3 Support & Operations Engineer for the NGPOS platform. This onsite role in Blue Ash, OH involves 5-day in-office presence with travel for go-lives and pilots.

You will be embedded with the NGPOS engineering team, handling major incidents and driving rapid resolutions. The role emphasizes hands-on software/systems support, with exposure to SQL/NoSQL, scripting, and monitoring tools.

Qualifications

• Proven experience driving major incident bridge/war-room for P1/P2 outages.
• Structured RCA methodology with action closure examples.
• Troubleshooting across cloud, on-premise, and store/POS environments.

Responsibilities

• Partner with cross-functional teams to resolve incidents and meet SLAs.
• Maintain and support infrastructure and applications including 24x7 on-call as needed.
• Test infrastructure and application changes and document outcomes.
• Drive incident response, root-cause analyses, and post-incident reviews.

Skills

Major Incident Management

RCA / Problem Management

Production troubleshooting

Education

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

Tools

Dynatrace

Grafana

Splunk

Jira

Confluence

Job description

Job Title: Support & Operations Engineer

Duration: 18+ Months (Contract to Hire)

Location: Blue Ash, OH Onsite

Pay Rate: $60-70/hr only on w2

• Major Incident Management experience — has actually run or driven a bridge/war-room for a P1/P2 outage, not just \"participated.\" This is the core of the role; everything else is supporting it. Ask for a specific incident they led end-to-end.
• RCA/Problem Management rigor — can articulate a structured RCA methodology (5-whys, fishbone, timeline reconstruction) and, more importantly, examples where they drove a corrective action to closure (not just wrote a doc that nobody actioned).
• Production troubleshooting under pressure across a mixed stack — comfortable reading logs/dashboards (Dynatrace-type tooling) and reasoning about cloud + on-prem + store/POS systems simultaneously, since a real incident here will span all three.

Additional Information

• Site Reliability Engineers will be successful but must understand this is a support role
• Still lots of engineering involved, will be working in the code every day
• Looking for a solid and motivated technologist
• Candidate does not need to tick all skills boxes, but does need to be able to be onsite and travel

Are there any automatic disqualifiers?

• No on-call/off-hours availability
• Pure DevOps/CI-CD background with zero incident-response exposure
• Lots of flexibility, it will ebb and flow with needs
• Currently more local travel (Cincy and Louisville Stores) but as new sites go live, travel will expand
• Will be traveling every 4 weeks or so
• Travel and on call is split between 6 people - and expecting team to grow
• Split between 6 people and rotates weekly
• Team is currently splitting 2 shifts a day
• Periodic off hours during go lives
• This team is an escalation point - they are not fielding everything
• There is flexibility and team makes sure to balance personal lives
• Overtime is not a requirement - if working outside of working hours, candidates can take time off during business hours to balance time out- HM can clarify if candidate is offered

Work location

• In office 5-days a week at BTC location to work in lab - Must be local to Cincy area
• Might be relaxed on onsite later down line once travel picks up
• Automated pre-screening

Interview process details

• Second round: Team Interview

Additional Information

1. Hands-on vs. office-based: This is a Level 3 Support Engineer role within the NGPOS engineering organization, supporting the software and infrastructure behind the POS platform. There is a hands‑on hardware component when working in our engineering lab or onsite supporting stores, but the core of the role is software/systems support, not hardware development.

2. Support vs. engineering split: This is not a developer role. Prior development experience is not required, though it can be an asset when troubleshooting complex issues. We've had both developers and non‑developers be very successful in this position.

3. Travel: Today, store locations are local, Milford, OH and Scottsburg, IN. However, we're scaling this rollout from 2 stores to over 2,700 stores nationwide over the next two years, so travel will expand well beyond local sites as that rollout progresses. Candidates should currently expect roughly 50% travel, which will vary based on rollout timelines, pilot launches, and system stability. Once systems are stable at a given site, support shifts back to our Blue Ash (BTC) office. Travel expenses are fully reimbursed per company T&E policy.

4. Shifts and on-call: Regular office hours (when not onsite at a store) are 8 AM–5 PM. When providing onsite store coverage, hours run 7 AM–10 PM, split into AM and PM shifts. There is also a rotating on‑call responsibility, currently rotating weekly across a team of 5, that cadence will adjust as the team grows.

5. Sponsorship: No sponsorship available for this role.

6. Windows vs Linux: Just one or the other is fine

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, implementation, and rollout tasks
• Monitor systems, consoles, and performance for service interruptions or delays
• Address and resolve infrastructure system failures
• Execute, 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