Application Support Engineer - 2nd Line

As a Tier 2 Application Support Engineer you will be a critical bridge between support and development. This role focuses on resolving complex warehousing system issues, building automation tools, integrating services through APIs, and driving continuous improvements to system reliability and operational efficiency.

Working directly with engineering and development teams you will identify, troubleshoot, and resolve issues impacting production systems, while developing scalable automation solutions and supporting the long-term technical growth of our warehouse applications.

What You'll Do

Incident & Problem Resolution

• Serve as the final escalation point for production incidents, owning the technical investigation and end-to-end resolution. This involves performing deep diagnostics across databases, APIs, and containerized microservices using logs, SQL, and configuration data.
• Conduct formal Root Cause Analyses (RCA), document corrective actions, and proactively collaborate with development teams on code-level fixes, patch validation, and permanent solutions to prevent recurrence.
• Actively monitor and respond to Tier 1 escalation channels (e.g., Slack), providing immediate guidance, validating if tickets are out of scope, and transferring complex issues to the Tier 2 queue.
• Refine existing incident and escalation workflows, ensuring all documentation meets quality standards.

Automation & Tool Development

• Design, build, and deploy automation tools (scripts and utilities) to streamline monitoring, troubleshooting, and data validation.
• Manage code within Git-managed repositories and integrate internal APIs to improve reliability and reduce manual intervention.
• Maintain and deploy tools within Docker, Kubernetes, and Jenkins environments, adhering to DevOps best practices.

System & Readiness Support

• Support system health by optimizing SQL queries for data analysis and validation, and performing systematic debugging across all environments.
• Partner with engineering teams on pre-deployment testing and contribute to architectural discussions related to service reliability, scalability, observability, and long-term maintainability.
• Provide clear, timely, and concise technical incident reports and progress updates to both stakeholders and cross-functional teams, ensuring effective alignment on service health and system changes.

What You Will Need

• Demonstrable experience successfully operating as an Application or Production Support, ideally within warehouse, logistics, or inventory systems.

• Bachelor's degree within IT bias such as Computer Science, Information Systems or be qualified by experience.
• Excellent analytical and problem-solving skills with ability to get to the root cause of complex incidents and translate technical findings into permanent solutions.
• A high ownership mindset with ability to drive issues to closure.
• Effective communication skills, with the ability to synthesize complex technical details into clear, concise, and timely updates for both technical teams and non-technical stakeholders.
• Ability to maintain composure and a systematic approach when confronting high-impact production issues.
• A continuous improvement mindset, with a proactive approach to taking ownership in identifying automation and process improvement opportunities.

Technical Skills

Familiarity

• SQL
• Python
• Git

Essential

• CI/CD workflows such as: Docker, Kubernetes, Jenkins,
• JetBrains IDEs (e.g., PyCharm)
• GitBash
• RESTful APIs

# Disclaimer: Wayfair uses multiple job titles for advertising optimisation purposes however your internal title may differ from that on the advert. Assistance for Individuals with Disabilities Wayfair is fully committed to providing equal opportunities for all individuals, including individuals with disabilities. As part of this commitment, Wayfair will make reasonable accommodations to the known physical or mental limitations of qualified individuals with disabilities, unless doing so would impose an undue hardship on business operations. If you require a reasonable accommodation to participate in the job application or interview process, please let us know by completing our Accomodations for Applicants form., Wayfair is one of the world's largest online destinations for the home. Whether you work in our global headquarters in Boston, or in our warehouses or offices throughout the world, we're reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you're looking for rapid growth, constant learning, and dynamic challenges, then you'll find that amazing career opportunities are knocking.