Software Engineer (L2 - Support)

Do you have the ability to multitask in a fast-paced environment? Then you have cleared the first checkpoint we need for this position. If you have a passion for Customer Support and at the same time be at the forefront of our end customer communications, this is the right place for you!


Responsible for the day-to-day proactive monitoring of the application systems in operation, including tasks related to identifying, and troubleshooting application issues, providing resolution of issues or triggering escalationsMeet SLAs like response and resolution times by partnering with L1, L2, and L3 Support teamsGather the required information necessary in order to best handle customer software and technical inquiries Help and assist to resolve software and technical questions for the customer efficiently and effectively. Monitor Infrastructure alerts on communication channels.Collaborate with architects and the L3 team to properly manage customer inquiries and escalate when appropriate Perform Root cause analysis, and customer support relationship management in partnership with Product Architects; Interpret and disseminate the information to a variety of audiences, including support teams and internal leadershipDocument solutions for knowledge base and bring new ideas for innovation and automation excellence into the Support team. Work on scripting tasks to provide periodic data as per requests and update bulk dataEnsure all production changes are made in accordance with life-cycle methodology.Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status. Share feature requests and effective workarounds with internal teams, and communicate to the end customer


1+ years in an application monitoring and support role using an incident management toolAt least 3 years using MongoDB, Express, Angular, Node (MEAN Stack)

At least 2 years of combined experience working in AWS services / New Relic, Agile, CI/CD, and DevOps environmentsExcellent verbal and written communication skills, including the ability to effectively communicate with internal and external customersMust be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer serviceAbility to work independently and to carry out assignments to completion within parameters of instructions given prescribed routines, and standard accepted practicesWorking knowledge of SQLMust have a professional degree

Travel Requirements:

Remote Position (40 hours per week Monday to Friday with On-Call support as needed during Peak)


22 Days PTO100% Employee Covered Health Benefits options401(k) with a 4% matchWork from Anywhere stipend

US applicants must be currently authorized to work in the United States on a full-time basis.

* Must live in or be willing to relocate at their own expense to one of the following states to be eligible for hire: Texas, Tennessee, Pennsylvania, South Carolina, Louisiana, Iowa, Georgia, North Carolina, Arizona, and Idaho *

Company Overview:

Delivery Solutions provides retailers with out-of-the-box solutions to power Same-Day Delivery, Curbside, In-Store Pickup, Shipping, and Post Purchase experiences. We are trusted with some of the biggest names in multiple verticals of retail like Sephora, Michael's, Office Depot, GameStop, Total Wine, Sally Beauty, Abercrombie & Fitch Co. Belk, Loblaw, Vineyard Vines, etc...

Our SAAS-based solution is highly flexible and interacts seamlessly with E-commerce properties, OMS, WMS, and POS systems for a highly scalable experience and a delighted customer base.

We are out of the box connected to the biggest names in same-day delivery like Uber, DoorDash, Postmates, Shipt, etc, with shipping providers like FedEx, UPS, USPS, and many more.

Leaders in Delivery Orchestration and Post Purchase Experiences.

Last Mile Ventures LLC - DBA, Delivery Solutions is a wholly-owned subsidiary of UPS.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Job Type
Full Time
4 days ago

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