Platform Support Engineer

The ETL Platform Support Engineer role is to deliver support to the organization via various software and application programs efficiently and effectively while fulfilling business objectives. This includes troubleshooting applications and software for all internal customers, such as operations, development, and other business units.

Acosta’s business teams rely on the Platform Support Services (PSS) team to address reported incidents and system outages promptly and efficiently. The ETL team manages and maintains real time data loads for major systems throughout Acosta.

• Serve as the frontline responder for incoming production incidents and service requests from Total Wireless store owners and dealer partners.
• Gather complete diagnostic information, provide clear status updates, resolve standard operational issues, and maintain timely communication through resolution.
• Use strong probing and interviewing techniques to clarify incomplete or complex technical scenarios while maintaining a high level of customer service.

• Collect and analyze initial diagnostics, logs, system metrics, database traces, and other available technical evidence for dealer-reported incidents.
• Troubleshoot enterprise software, point-of-sale applications, web applications, database systems, servers, SSIS packages, and other mission-critical platform components within the role’s access and support scope.
• Resolve Tier 1 issues or prepare detailed incident briefs and clean handoffs for Tier 2, Tier 3, Dev Ops, Development, database, or platform support teams.

• Prioritize, track, and document incidents, service requests, decisions, troubleshooting steps, successful and unsuccessful actions, impact, and final resolution in the designated ticketing system.
• Communicate application and platform issues to dealers, management, development teams, internal business units, and other stakeholders using business-friendly and user-friendly language.
• Test fixes and conduct post-resolution follow-up to confirm that issues have been adequately resolved.

• Monitor system health dashboards, automated alerts, data loads, job schedules, and performance metrics to identify emerging issues before they affect dealer operations.
• Perform routine health checks and proactive discovery activities, report anomalies, and help limit user-impacting events and recurring failures.
• Evaluate incident trends and documented resolutions to recommend preventive actions and reduce problem recurrence.

• Support testing of new and existing applications, database changes, code enhancements, and deployments under development or consideration for implementation.
• Assist with approved hands-on fixes, configuration updates, backups, code changes, job or package adjustments, stored procedure or indexing optimization, and other remediation activities when required and authorized.
• Review technical changes for soundness and efficiency and apply diagnostic utilities to support troubleshooting.

• Maintain accurate troubleshooting procedures, standard operating procedures, known workarounds, incident records, and user-facing knowledge articles.
• Guide dealers and end users on system usage, best practices, and self-service resources to prevent common operational errors and improve first-contact resolution.

• Partner with Tier 2, Tier 3, Dev Ops, Development, database, and platform support teams to verify resolutions and communicate recurring dealer feedback and trends.
• Creat…