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

• 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.

• 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

• No on-call/off-hours availability
• Pure Dev Ops/CI-CD background with zero incident-response exposure
• 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
• 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

• 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
• Automated pre-screening

• Second round:
  Team Interview

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…