Senior Digital Platforms Support Engineer Hybrid (Monday-Wednesday in office & Thurs-Friday Remote)

Pet Supplies Plus is seeking a Senior Digital Platforms Support Engineer to support and improve the reliability of our customer-facing digital ecosystem, including Marketing Technology, Ecommerce, Mobile App, Loyalty, Sitecore, Salesforce platforms, SMS, customer identity, analytics, and related integrations. This hands-on senior individual contributor role is responsible for platform stability, incident response, operational visibility, stakeholder communication, and continuous improvement. Responsibilities/Qualifications: The ideal candidate is a strong technical troubleshooter and coordinator who can quickly assess production issues, engage the right teams or vendors, and drive incidents through resolution. Because these platforms support mission-critical customer and business experiences, periodic availability outside normal business hours may be required for critical incidents, releases, outages, or other business-critical events. The Senior Digital Platforms Support Engineer key responsibilities include:

• Support and maintain PSP's digital ecosystem, including ecommerce, mobile app, loyalty, Salesforce Marketing Cloud/Data Cloud, Sitecore, SMS, customer identity, analytics, and third-party integrations.
• Monitor platform health, automations, integrations, and customer-impacting services to identify and resolve issues quickly.
• Perform first-level triage and troubleshooting across digital platforms, including shopping, checkout, loyalty, personalization, promotions, customer accounts, and marketing communications.
• Serve as the initial point of engagement for production incidents and operational concerns; determine escalation paths and coordinate with internal teams, vendors, and platform providers.
• Own incident coordination through resolution, ensuring clear communication, timely stakeholder updates, and follow-through on corrective actions.
• Develop and maintain dashboards, monitoring standards, alerting, health indicators, and operational reporting for digital platform reliability.
• Partner with internal teams and vendors to improve instrumentation, logging, diagnostics, release readiness, and production validation.
• Lead or support root-cause analysis, post-incident reviews, trend analysis, and continuous improvement efforts that reduce recurring issues and operational risk.

• 5+ years of experience in digital platform support, application support engineering, digital operations, SRE, platform engineering, or a related technical support role.
• Demonstrated ability to troubleshoot complex, multi-system issues across integrated digital environments.
• Strong understanding of web technologies, APIs, event-driven integrations, cloud-based platforms, and customer-facing digital systems.
• Experience managing production incidents and communicating clearly with technical and non-technical stakeholders.
• Ability to coordinate work across distributed teams, vendors, and business partners in a fast-paced environment.
• Experience creating or maintaining dashboards, health metrics, monitoring, alerting, or service reporting.
• Excellent written and verbal communication skills, with the ability to translate technical issues into clear business updates.
• Experience with ticketing or work management platforms such as Jira, ServiceNow, or equivalent tools.

Preferred Qualifications:

• Experience supporting Salesforce Marketing Cloud, Salesforce Data Cloud, Sitecore, ecommerce platforms, mobile applications, loyalty programs, SMS/push notification platforms, or customer engagement tools.
• Experience with observability or application performance tools such as Datadog, New Relic, Splunk, Dynatrace, or similar platforms.
• Familiarity with APIs, webhooks, cloud-based middleware, digital commerce, personalization, retail, franchise, or multi-location business environments.
• Experience with ITIL or structured incident and problem management practices.

Pulled from the full job description

• 401(k)
• Paid time off
• Employee discount
• Vision insurance
• Dental insurance, * Work in a collaborative, neighborly environment that values initiative, curiosity, teamwork, and care for pets.
• Engage in our pet-centered culture-bring your dog to work
• Employee discount up to 50% at our stores (plus coupons!)
• Bonus Pay based on Company performance
• Promotion from within culture
• Flexibility to meet your needs with Paid Time Off & hybrid work arrangement
• 401k savings plan
• Health, dental, vision & disability plans
• Health & flexible savings accounts

Pet Supplies Plus is focused on making it easier to get better products for your pet. With 770+ locations in 44 states, the stores have a streamlined design making it easy to navigate a wide assortment of natural foods, hard goods and pet services. Friendly, knowledgeable staff get to know each pet and their owner by name and provide playful store experiences to remind them just how fun it is to own a pet. Pet Supplies Plus stores are large enough to house an incredible variety of food and equipment, yet small enough to still feel neighborly. Pet Supplies Plus is ranked No. 31 overall in Entrepreneur Magazine's 2026 Franchise 500® list and is the Top Full-Service Pet Supplies Franchise for its exceptional performance in areas including financial strength and stability, growth rate and system size. For more information, please visit www.petsuppliesplus.com. EOE STATEMENT We provide equal employment opportunities to all applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, the company complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment.