Product Support Analyst I

3 days ago

Irvine, California, United States A-Line Staffing Solutions Full time

Title: Product Support Analyst I

Location: Irvine, CA - Hybrid

Rate: $30/Hr

Note: This position is a contract on W2, and is NOT open to C2C.

Position Summary

The Product Support Analyst I is responsible for ensuring the reliability and high-quality performance of Front of House platforms, specifically the electronic Prep system (Prep E). This role directly impacts the business by empowering our software development teams to deploy agile enhancements to this cutting-edge platform via monitoring and alerting around system health and defect leakage, while enriching the documentation and troubleshooting processes used to support the platforms at the restaurant level. With this position, you'll have the opportunity to work with industry-leading tools such as DataDog, Amazon Lambda, Retool, and Grafana. The Product Support Analyst I will report to the Sr. Infrastructure Engineer.

Duties

  • Lead Front of House platform support, specifically for the electronic Prep system (Prep E), ensuring consistent, high-quality service and system reliability.
  • Support the enhancement of our monitoring and alerting solutions (DataDog, Grafana, AWS Lambda)
  • Take a proactive, hands-on approach to technical troubleshooting, diving deep into issues to identify root causes and implementing technical improvements.
  • Enrich the knowledge base and troubleshooting processes used to support the systems at the restaurants
  • Build tools and automation solutions that streamline support processes, reduce manual effort, and improve system reliability.

Qualifications

  • At least 1-3 years' experience in any of the following areas: Observability, Software Engineering, Automation, DevOps, or SRE space
  • Strong communication, presentation, and problem-solving skills, with a proven ability to translate business requirements into technical solutions. You're a skilled storyteller who can engage stakeholders at all levels.
  • Some familiarity with software development, such as: SDLC and CI/CD principles, basic understanding of object oriented programming and scripting language, Infrastructure as Code
  • Bachelor's degree in related discipline or equivalent work experience

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