Platform Support Engineer

Essential Functions:

• 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.
• Create feedback mechanisms, analyze results, and recommend practical improvements to Tier 1 workflows, ticket intake, response times, and support processes.
• Perform other duties as assigned and meet the physical requirements listed below.

• Bachelor's degree in Computer Science, Engineering, Information Technology, Information Systems, or equivalent practical work experience.

• ITIL certification.
• Technical certifications in SQL, SSIS, Azure, or related development/platform technologies.

• 3+ years of experience in production support or technical customer service, preferably in a Tier 1 or initial-response capacity.
• Experience communicating directly with external partners, dealers, or indirect channels to resolve technical issues and ticket requests.
• Background in sales or frontline sales operations with an understanding of retail, indirect dealer, or commercial sales environments.
• Hands-on experience troubleshooting enterprise software systems, point-of-sale environments, frontline web applications, or database-supported applications.
• Experience using enterprise ticketing, monitoring, workflow, or log-analysis platforms such as JIRA, Kibana, or comparable tools.
• Experience working in a collaborative, team-oriented environment and…