Support Engineer

Our client, a leading enterprise retailer with a large-scale digital and technology environment, is seeking a Support Engineer to join their team. This role is ideal for someone who combines hands-on Java development experience with a strong background in application production support. The Support Engineer will monitor and troubleshoot business-critical applications, investigate technical issues, and collaborate with Engineering, Product, Infrastructure, and other technical teams to maintain application reliability. The position requires strong analytical skills, clear communication, and the ability to respond effectively to issues in a fast-paced enterprise environment. This is a hybrid position requiring onsite work one day per week. The role also includes an on-call rotation during weekdays and approximately one out of every four weekends., In this role, you will provide hands-on technical and production support for enterprise applications while helping maintain system reliability and performance. You will troubleshoot complex issues, monitor applications and services, and work closely with Engineering, Product, Infrastructure, and other technical teams to identify root causes and implement effective solutions. You will also leverage your experience with Java, Spring Boot, PostgreSQL, and Apache Kafka to support and improve applications, APIs, monitoring capabilities, and operational processes.

• Monitor applications and systems for potential issues while participating in the team’s rotating on-call schedule.
• Respond to technical alerts received through monitoring and communication platforms.
• Investigate, troubleshoot, and resolve production issues across applications, APIs, integrations, networks, databases, and cloud environments.
• Analyze application logs, error messages, monitoring data, and system behavior to identify and isolate root causes.
• Reproduce reported issues and document findings for Engineering and other technical teams.
• Collaborate with Software Engineering, Product, Infrastructure, and cross-functional teams to resolve complex or high-impact incidents.
• Escalate product defects and technical issues with detailed reproduction steps, logs, and supporting documentation.
• Support APIs and third-party integrations, including troubleshooting configuration and implementation issues.
• Manage support cases from initial investigation through resolution while providing timely and accurate updates.
• Develop and support Java Spring Boot applications and APIs using technologies including Java, PostgreSQL, and Apache Kafka.
• Create and maintain technical documentation, troubleshooting guides, runbooks, and knowledge-base articles.
• Identify recurring issues and recommend improvements to products, tooling, documentation, monitoring, or support processes.
• Participate in incident response, root-cause analysis, and post-incident reviews.
• Communicate recurring technical issues to Product and Engineering teams to support long-term resolutions.
• Build monitoring, recovery, and analysis tools to improve support efficiency.
• Help maintain reliability, monitoring, and observability platforms.
• Work collaboratively with team members to investigate and resolve issues within established service-level expectations.

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related technical field.
• 2-3 years of experience in technical support, application production support, software engineering, or a related technical role.
• Hands-on experience developing applications or APIs using Java 17+ and Spring Boot.
• Experience with Apache Kafka.
• Experience with PostgreSQL or other relational databases and working knowledge of SQL.
• Experience supporting applications in a production environment.
• Strong technical troubleshooting, analytical, and problem-solving skills.
• Working knowledge of Linux/Unix environments.
• Understanding of networking concepts, including HTTP/HTTPS and DNS.
• Experience working with REST APIs.
• Familiarity with build and deployment tools.
• Experience using logging, monitoring, or observability tools such as Grafana or Kibana.
• Experience with ticketing and collaboration platforms such as Jira or ServiceNow.
• Ability to quickly analyze and isolate technical issues.
• Strong written and verbal communication skills, including the ability to communicate technical concepts to both technical and non-technical audiences.
• Strong organizational skills, ownership, and the ability to manage multiple priorities in a fast-paced environment.
• Ability to work collaboratively with cross-functional teams to resolve issues within established service-level expectations.
• Ability to participate in a rotating weekday and weekend on-call schedule.

Preferred Qualificvations:

• Experience supporting enterprise-scale software products or applications.
• Experience troubleshooting APIs, web applications, distributed systems, or microservices.
• Experience with Oracle databases.
• Familiarity with containerization and orchestration technologies such as Docker and Kubernetes.
• Experience with observability platforms such as Grafana, Kibana, or similar tools.
• Understanding of authentication technologies such as OAuth, SSO, SAML, and JWT.
• Experience with incident management, root-cause analysis, and post-incident reviews.
• Experience developing scripts or internal tools that improve support efficiency.
• Strong collaboration skills and the ability to remain an effective communicator during high-priority incidents.

Dahl Consulting is proud to offer a comprehensive benefits package to eligible employees that will allow you to choose the best coverage to meet your family’s needs. For details, please review the DAHL Benefits Summary: .