SRE Support Engineer

Job Role: SRE Support Engineer

Location: Charlotte, NC

Experience Required:

• 4 - 5 years of overall relevant IT experience with exposure to Integration/Ecommerce Support and SRE practices.

• Hands-on experience in API/integration technologies (MuleSoft or similar) in development or production support roles.

• Experience in L2 Production Support / SRE operations, preferably in E-Commerce environments (Eg: AEM, Magento, PIM, COVEO, etc.).

Technical Skillset:

• Good understanding of integration technologies including REST APIs, JSON, XML, Java-based services.

• Exposure to E-Commerce platforms and related integrations.

• Experience with monitoring and observability tools (Splunk, Dynatrace, LogicMonitor, Azure Monitoring services).

• Basic understanding of system architecture, distributed systems, and API-led connectivity patterns.

• Familiarity with Agile/Scrum methodologies and post-production deployment validation methodologies

Key Responsibilities:

• Provide L2 SRE support for Integration and ECOM platforms, ensuring system availability and performance.

• Diagnose and resolve incidents (P1/P2/P3) related to integrations, APIs, and E-Commerce transactions.

• Perform root cause analysis (RCA) for recurring issues and support implementation of fixes.

• Monitor system health, analyze logs/metrics, and identify performance bottlenecks.

• Collaborate with development, business, and cross-functional teams to resolve integration issues.

• Support end-to-end integration flows ensuring seamless data exchange across systems.

• Contribute to improving system reliability and stability aligned with SRE practices.

• Enhance monitoring, alerting, and automation to reduce incidents and improve response time.

• Support production deployments, release activities, and environment validations.

• Conduct daily health checks, incident tracking, and stakeholder follow-ups.

• Maintain knowledge base articles, runbooks, and SOPs.

• Participate in on-call rotation to support production systems.