Site Reliability Engineer

Job Title: Support & Operations Engineer

Duration: 18+ Months (Contract to Hire)

Location: Blue Ash, OH Onsite

Pay Rate: $60-70/hr only on w2

Top 3 skills

• Major Incident Management experience — has actually run or driven a bridge/war-room for a P1/P2 outage, not just "participated." This is the core of the role; everything else is supporting it. Ask for a specific incident they led end-to-end.
• RCA/Problem Management rigor — can articulate a structured RCA methodology (5-whys, fishbone, timeline reconstruction) and, more importantly, examples where they drove a corrective action to closure (not just wrote a doc that nobody actioned).
• Production troubleshooting under pressure across a mixed stack — comfortable reading logs/dashboards (Dynatrace-type tooling) and reasoning about cloud + on-prem + store/POS systems simultaneously, since a real incident here will span all three.

Additional Information

· Site Reliability Engineers will be successful but must understand this is a support role

· Still lots of engineering involved, will be working in the code every day

· Looking for a solid and motivated technologist

· Candidate does not need to tick all skills boxes, but does need to be able to be onsite and travel

Are there any automatic disqualifiers?

· No on-call/off-hours availability

· Pure DevOps/CI-CD background with zero incident-response exposure

Travel Expectations

· Lots of flexibility, it will ebb and flow with needs

· Currently more local travel (Cincy and Louisville Stores) but as new sites go live, travel will expand

· Will be traveling every 4 weeks or so

· Travel and on call is split between 6 people - and expecting team to grow

On Call/ Off Hours Expectations

· Split between 6 people and rotates weekly

· Team is currently splitting 2 shifts a day

· Periodic off hours during go lives

· This team is an escalation point - they are not fielding everything

· There is flexibility and team makes sure to balance personal lives

· Overtime is not a requirement - if working outside of working hours, candidates can take time off during business hours to balance time out- HM can clarify if candidate is offered

Work location

· In office 5-days a week at BTC location to work in lab - Must be local to Cincy area

· Might be relaxed on onsite later down line once travel picks up

Pre-screening Details

· Automated pre-screening

Interview process details

· First round: HM

· Second round: Team Interview

Additional Information

1. Hands-on vs. office-based: This is a Level 3 Support Engineer role within the NGPOS engineering organization, supporting the software and infrastructure behind the POS platform. There is a hands-on hardware component when working in our engineering lab or onsite supporting stores, but the core of the role is software/systems support, not hardware development.

2. Support vs. engineering split: This is not a developer role. Prior development experience is not required, though it can be an asset when troubleshooting complex issues. We've had both developers and non-developers be very successful in this position.

3. Travel: Today, store locations are local, Milford, OH and Scottsburg, IN. However, we're scaling this rollout from 2 stores to over 2,700 stores nationwide over the next two years, so travel will expand well beyond local sites as that rollout progresses. Candidates should currently expect roughly 50% travel, which will vary based on rollout timelines, pilot launches, and system stability. Once systems are stable at a given site, support shifts back to our Blue Ash (BTC) office. Travel expenses are fully reimbursed per company T&E policy.

4. Shifts and on-call: Regular office hours (when not onsite at a store) are 8 AM–5 PM. When providing onsite store coverage, hours run 7 AM–10 PM, split into AM and PM shifts. There is also a rotating on-call responsibility, currently rotating weekly across a team of 5, that cadence will adjust as the team grows.

5. Sponsorship: No sponsorship available for this role.

6. Windows vs Linux: Just one or the other is fine

Job Description

· Level 3 (LV3) Support, Site Reliability, and Operations Engineer supporting Next Generation Point of Sale (NGPOS) platform

· This team is embedded within the engineering organization, partnering directly with developers throughout the SDLC rather than sitting in a separate support silo

· We care more about problem-solving instinct, curiosity, and drive than a checklist of prior experience — the items below describe a strong match, not a hard bar, and candidates early in their career or without every listed skill are encouraged to apply

· In office, Blue Ash, OH — 5 days a week; willingness to travel and provide onsite support for new go-lives, pilots, and rollouts

· Participate in a scheduled on-call rotation (nights/weekends/holidays) for 24x7 support; PTO/leave may be restricted during peak retail periods and major go-lives

· Bachelor's degree in Computer Science, Information Systems, or a related field (or equivalent experience) preferred; prior experience in application support, operations, or engineering is a plus but not required

· Exposure to Point of Sale systems in enterprise environments is helpful; some experience with Java is preferred, Go is a plus

· Any exposure to SQL or NoSQL databases (e.g., MongoDB), scripting (Shell, PowerShell, or Python), or ITSM/monitoring tooling (ServiceNow, Jira, Confluence, Splunk, Grafana, or equivalent) is a plus — willingness to learn these on the job matters more than prior mastery

· Interest in or willingness to learn payment card security standards (PCI-DSS)

· Excellent oral and written communication skills; able to translate between business users and Technology teams

· Familiarity with the Agile process is helpful; experience as a Scrum Master a plus

· Willingness to speak up and challenge developers on Agile best practices and definitions of done during refinement and QA

· Accountable for driving support tickets and emails to resolution

· Good judgment under pressure; able to prioritize across competing support, testing, and scrum-master duties

Key Responsibilities

· Partner with cross-functional teams to expedite issue resolution and manage to SLAs

· Support and maintain infrastructure and applications, including off-hours support (24 x 7) as required

· Test infrastructure and application changes

· Establish priorities and develop functional and programming specifications for application enhancements and modifications

· Participate in the application technical design process; design, code, and unit test application changes using SDLC best practices

· Complete estimates and work plans for design, development, implementation, and rollout tasks

· Monitor systems, consoles, and performance for service interruptions or delays

· Address and resolve infrastructure system failures

· Execute, log, and report break/fix changes, service requests, and support activities

· Maintain operational procedures, processes, and scripts; follow documented processes to ensure infrastructure stability

· Own incident and problem management: drive major incident response, root cause analysis, and post-incident reviews

· Champion engineering standards and continuously improve software delivery processes

· Build partnerships across application, business, and infrastructure teams

· Independently execute large projects and lead other analysts in completing projects