Site Reliability Engineer- Level 3 (LV3) Support

Site Reliability Engineer
- Level 3 (LV3) Support

Level 3 (LV3) Support, Site Reliability, and Operations Engineer supporting Client's 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 No

SQL databases (e.g., MongoDB), scripting (Shell, Power Shell, or Python), or ITSM/monitoring tooling (Service Now, Jira, Confluence, Splunk, 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 Kroger 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

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