Platform Support Engineer

Job not on LinkedIn

🔥 12 hours ago

🌲 Oregon – Remote

🌲 Oregon – Remote

💵 $90k - $92k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏗️ Platform Engineer

🦅 H1B Visa Sponsor

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Acosta

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1927

💼 Consulting

🍽️ Food & Beverage

📦 Logistics

💰 Venture Round on 2003-01

Consulting • Food & Beverage • Logistics

Acosta is a leading sales and marketing agency that connects brands with consumers across various retail and foodservice channels. The company leverages proprietary data, integrated marketing strategies, and retail execution services to enhance brand visibility and influence purchase decisions. With over 100 years in business, Acosta helps clients navigate the complexities of both brick-and-mortar and online marketplaces, ensuring their products are positioned effectively within the competitive landscape.

📋 Description

• Serve as the frontline responder for production incidents and service requests from Total Wireless store owners and dealer partners • Gather diagnostic information, provide status updates, resolve standard operational issues, and maintain communication through resolution • Collect and analyze diagnostics, logs, system metrics, database traces, and other technical evidence • Troubleshoot enterprise software, point-of-sale applications, web applications, database systems, servers, SSIS packages, and platform components • Resolve Tier 1 issues or prepare incident briefs and handoffs for Tier 2, Tier 3, DevOps, Development, database, or platform support teams • Prioritize, track, and document incidents, service requests, troubleshooting steps, impact, and resolutions in the ticketing system • Communicate application and platform issues to dealers, management, development teams, internal business units, and other stakeholders • Test fixes and conduct post-resolution follow-up • Monitor system health dashboards, alerts, data loads, job schedules, and performance metrics • Perform health checks, report anomalies, and recommend preventive actions based on incident trends • Support testing of applications, database changes, code enhancements, and deployments • Assist with authorized fixes, configuration updates, backups, code changes, job or package adjustments, stored procedure or indexing optimization, and remediation • Maintain troubleshooting procedures, SOPs, workarounds, incident records, and knowledge articles • Guide dealers and end users on system usage, best practices, and self-service resources • Partner with technical and platform support teams to verify resolutions and improve Tier 1 workflows and support processes

🎯 Requirements

• Bachelor’s degree in Computer Science, Engineering, Information Technology, Information Systems, or equivalent practical work experience • 3+ years of experience in production support or technical customer service • Experience communicating with external partners, dealers, or indirect channels to resolve technical issues and ticket requests • Background in sales or frontline sales operations within retail, indirect dealer, or commercial sales environments • Hands-on experience troubleshooting enterprise software, point-of-sale environments, frontline web applications, or database-supported applications • Experience with enterprise ticketing, monitoring, workflow, or log-analysis platforms such as JIRA, Kibana, or comparable tools • Experience coordinating issue resolution across technical and business groups • Strong SQL, query tools, database tracing, or log-analysis proficiency for initial diagnostics • Familiarity with Microsoft SQL Server and ETL concepts, including SSIS jobs and packages, data-import failures, job scheduling, stored procedures, indexing, transactions, and rollback • Ability to support maintenance, troubleshooting, scheduling, and optimization of automated data jobs and integrations with external systems • Understanding of relational and non-relational database concepts • Practical understanding of Agile methodologies and service desk frameworks such as ITIL • Ability to travel, see, and listen • Personal devices required • ITIL, SQL, SSIS, Azure, or related technical certifications preferred • Familiarity with generative AI tools such as Gemini or Claude Code preferred

🏖️ Benefits

• Personal devices required/allowed • Ability to travel • Remote work arrangement