Sr. Production Support Engineer

Sr. Production Support Engineers for Retail Services and Systems, Inc. dba Total Wine & More to work at our Bethesda, MD location.

Improve and maintain production availability, performance, and reliability for large-scale retail applications and systems in a fast-paced, 24/7 environment. Work closely with Product and Engineering teams to triage incidents, perform root-cause analysis, implement preventive measures, and oversee monitoring, alerting, and operational documentation. Provide technical leadership to Production Support Analysts and coordinates incident responses with internal teams and third-party vendors. Monitor production systems, respond to alerts and user-reported issues, triage incidents, restore service, and deliver SLA-based resolutions for deployment and workflow failures in a 24/7 environment. Perform root-cause analysis for major outages impacting internal and external customer-facing systems; recommend and implement corrective and preventive actions to minimize recurrence. Identify complex failures and performance bottlenecks in multi-tier web applications (such as catalog search, checkout, promotions) and distributed components; collaborate with engineering teams to implement solutions. Identify and resolve data issues impacting demand, supply planning, and inventory forecasting; assist with integrations, including ETL workflows and EDI transactions for invoices and purchase orders with distributors. Implement advanced strategies, such as identifying and resolving blocking queries and addressing regressed queries that cause performance issues or failures. Create and maintain alerts, dashboards, and reports for cloud workflows, real-time streaming processes, and databases; utilize logs and metrics to identify error patterns and performance trends. Develop and maintain standard operating procedures (SOPs), runbooks, and deployment support documentation; provide pre- and post-deployment training to ensure reliable releases across product teams. Share incident status, business impact, and remediation strategies with engineering, senior leaders, and executives through meetings and written updates; compile weekly operational KPIs (e.g., outages, downtime, SLA misses). Help migrate highly customized legacy e-comm application to modern, unified platform, including mapping existing functionality to new features. Lead + mentor other engineers + analysts. Participate in on-call rotation, including nights, weekends + holidays. $178,500-245,000/year plus comprehensive benefits (including healthcare plans, PTO, 401k, etc.). May undergo background check including drug screen.

Production Support, Technical Support, Production Support, Retail, Database Administration, Technical Support, Corrective Action, Incident Response, Production Systems, Production Control, Must have Bachelors in Computer Science, information systems/technology, engineering, or related field and 5 years related production support, operations engineering, and application support experience for enterprise or high-availability customer-facing applications or Master’s in Comp Sci, tech-related, or related engineering field and 3 years related software development or production support experience.

Also requires the following skills (5 years experience with Bachelors or 3 years with Master’s) in: incident triage, troubleshooting/ debugging, log analysis, root cause analysis, and implementing preventative fixes; Monitoring, alerting, and dashboards (building and maintaining operational alerts, reports, and metrics), specifically in Jira, ServiceNow, Confluence, or equivalent; Issue tracking and knowledge management tool (Jira, ServiceNow, Confluence, or equivalent); supporting high-volume retail or e-commerce operations (store systems, websites, and mobile apps) in a production environment; supporting data and integration workflows (ETL processes or EDI integrations used for invoices and purchase orders); supply chain, inventory, and demand planning systems, including resolving data quality issues that impact forecasting and ordering; supporting CI/CD and release workflows in a 24/7 environment, including incident response for deployment and workflow failures; streaming and messaging systems (Kafka or equivalent); API testing and troubleshooting for REST and SOAP services using tools such as Postman and command-line utilities (or equivalent); (2 years) in: using code repositories (Git or similar) to support releases, troubleshooting, and collaboration with engineering teams.

Any suitable combination of education, training, or experience is acceptable.

• Paid Time Off (PTO)
• Generous store discounts
• Health care plans (medical, prescription, dental, vision)
• 401(k), HSA, FSA, Pre-tax commuter benefits
• Disability & life insurance coverage
• Paid parental leave
• Pet insurance
• Critical illness and accident insurance
• Discounted home and auto insurance
• College tuition assistance
• Career development & product training
• Consumer classes
• & More!

Crafted for you

We recognize our team members are our biggest asset, and we value the critical role each play in contributing to the company’s success. It is our commitment to support and provide access to the resources needed to take care of their health and wellbeing. That is why we offer a variety of benefits, tools, and resources to support through our Total Rewards program. To view our full career page, click here: https://careers.totalwine.com/!

Total Wine & More considers several factors when establishing compensation. Compensation may vary based on a number of factors including, but not limited to, market location, job-related knowledge, skills and/or experience. The actual hourly rate will equal or exceed the required minimum wage applicable to the job location. Estimated salaries determined by third parties have not been validated by Total Wine & More.

Total Wine & More is an equal opportunity employer and all qualified applicants will receive consideration for employment without discrimination based on race, color, religion, national origin, sex, sexual orientation, age, marital status, veteran status, disability, or any other characteristic protected by applicable law. Total Wine & More makes reasonable accommodations during all aspects of the employment process, including during the interview process. Total Wine & More is a Drug Free Workplace., $178,920.00 - $270,000.00 Annual