Senior Support Engineer CustomerSupplier Connectivity

Senior Support Engineer Customer/Supplier Connectivity

Position Summary:

The Senior Support Engineer Customer/Supplier Connectivity is a senior technical support position responsible for stability maintenance and monitoring of TireHub Ecommerce (B2B) platform customer facing APIs supporting APIs and Middleware. This role ensures seamless connectivity between TireHub customers and suppliers by troubleshooting issues optimizing system performance and implementing proactive solutions. It collaborates with IT Development and Operations teams to resolve technical challenges and improve system integrations.

This role will report to the DevOps Manager.

The individual must exhibit the following core attributes of TireHub commitments:

• Approachable If a company could smile we would. Instead we rely on our people to show it. We care about eachotherand our customersbecause we know business only gets done right when people respect each other and value relationships.
• Adventurous WhatTireHubis set up to do isintentionallyoutrageous. So we readily embracechallengeswith the courage to introduce new ideas and the ambition to build something unique.
• Relentless We tackle our work with energy. We deliver on our commitments withenthusiasm. And we do not give up until we get to the end.
• Speedy Speed is the currency in the tire industry. When we commit toa job we get the job done and we do it fast.

Role Specifics:

System Monitoring & Stability

• Establishes and maintains proactive monitoring for systems.
• Ensures timely detection of system outages performs diagnostic triage and executes correction or escalation as per established runbooks.
• Monitors application stability and functionality to maintain high uptime and reliability.

Technical Issue Resolution & Escalation

• Identifies and coordinates the resolution of technical issues for assigned applications.
• Escalates unresolved issues to 3rdlevel support including developers and vendor resources.

Support Documentation & Knowledge Sharing

• Establishes and maintains application support for Middleware Ecommerce and API processes.
• Develops and shares support knowledge and documentation ensuring proper training for other support resources as needed.

Leadership & Coordination

• Creates support procedures and coordinates work for offshore and onshore support teams while providing tactical leadership.
• Serves as a liaison between support groups ensuring smooth transition and resolution of issues across teams.
• Acts as an onsite representative at headquarters fostering interaction and collaboration with departments requiring escalated support.

Compliance & Additional Responsibilities

• Ensures adherence to TireHub policies procedures and guidelines.
• Completes additional tasks assigned by their supervisor or another member of Senior Leadership as requested.

Competencies:

• ProblemSolving:Strong analytical and critical thinking skills to diagnose and resolve technical issues efficiently.
• Communication:Excellent communication skills to interact with team members stakeholders and external partners effectively.
• Decision making: Drawing correct and realistic conclusions and making timely decisions based on available information.
• Initiative: Spotting opportunities within a circle of influence; anticipating threats and acting on them; selfstarting rather than waiting passively until the situation demands action.

Education/Experience:

• Bachelors degree in IT MIS Computer Science or related field is preferred.
• 5 years of experience in application support system administration or software engineering withing an enterprise IT environment.
• Strong experience with API frameworks Middleware and Ecommerce (B2B) platforms.
• Proven experience in troubleshooting system integrations connectivity issues and application stability.
• Experience working in Agile/Scrum environments and using project tracking tools such as Jira.

Required Knowledge Skills and Abilities:

• Expertlevel knowledge of Azure deployments and telemetry (Application Insights App Services Logic Apps Azure SQL Service Bus etc..
• Expert knowledge of SQL Server interfacing technologies (SSIS TransactSQL).
• Handson experience working in an Agile/Scrum environment.
• Proficiency in API/web debugging tools such as Postman or Fiddler.
• Strong knowledge of best practices for creating and maintaining support documentation and knowledge bases.
• Ability to assess Solution/Enterprise Architecture artifacts for supportability.
• Ability to collaborate with crossfunctional teams to identify technical solutions that enhance service delivery.
• Strong problemsolving and decisionmaking skills with the ability to prioritize critical objectives.
• Ability to work under pressure in a fastpaced environment.
• Intense customer focus and adaptability to change.
• Proficiency with Microsoft Office Suite (Excel Word PowerPoint and Outlook).
• A valid Drivers license with at least 2 years of driving experience required 3 years preferred; Does not include time on learners permits).

Preferred Knowledge Skills and Abilities:

• Handson experience with Visual Studio IDE.
• Familiarity with .NET Core framework.
• Some knowledge of AWS technologies relevant to TireHubs deployment stack (Elastic Beanstalk S3 EC2.
• Experience with Jira (or similar project/issue tracking tools) and GitHub (or similar source control systems).
• Knowledge of Dynatrace for performance monitoring.
• Strong technical documentation skills.

Working Conditions:

• This is a fastpaced and dynamic operating environment.
• Most of the time is spent sitting constantly viewing monitors in a comfortable position with frequent opportunity to move around. There may be occasions to move or lift light articles.
• Must be able to work flexible hours to accommodate routinely critical system changes and emergency events.
• Ability to travel up to 10.

**This role is based in our headquarters office in Dunwoody GA and requires a strong inperson presence.

Required Experience:

Senior IC