Job Title: L3 Application Support Engineer

Job Title: L3 Application Support Engineer – Retail Planning

Location: Los Angeles, CA

Overview

We are seeking an experienced L3 Application Support Engineer with strong expertise in Retail Planning, Assortment Planning, Forecasting, and SaaS application support. Candidates with hands-on experience in Invent.ai (MerchPlan), O9, or Anaplan are encouraged to apply. The ideal candidate will support critical planning applications, troubleshoot complex issues, and work closely with onshore and offshore teams to ensure operational excellence.

This role requires participation in on-call support for P1/P2 incidents and collaboration with a global support team.

Key Responsibilities

• Serve as the L3 escalation point for production incidents, including triage, mitigation, stakeholder communication, RCA, and closure.
• Troubleshoot and resolve complex data and integration issues involving SFTP, CSV files, REST APIs, and ETL processes.
• Diagnose planning and forecasting issues, validate data inputs, analyze system outputs, and recommend corrective actions.
• Reproduce issues in test environments and create detailed defect documentation for Engineering teams.
• Coordinate fixes, patches, and configuration changes with Product and Development teams.
• Support application upgrades, releases, and go-live activities, including reconciliation and cutover support.
• Perform performance tuning of jobs, integrations, and database queries.
• Create and maintain runbooks, knowledge base articles, and troubleshooting documentation.
• Collaborate with offshore L3 resources and provide technical guidance as needed.

Required Qualifications

• 10+ years of experience supporting retail planning, merchandising, forecasting, assortment planning, or supply chain planning applications.
• Hands-on experience with Invent.ai (MerchPlan), O9, or Anaplan.
• Strong understanding of retail planning processes including forecasting, assortment planning, allocation, replenishment, promotions, markdowns, seasonality, and OTB planning.
• Advanced SQL skills for data validation, reconciliation, and performance tuning.
• Experience troubleshooting integrations involving SFTP, flat files, REST APIs, and ETL workflows.
• Proficiency in Python and/or Bash scripting for automation and diagnostics.
• Experience supporting SaaS applications in multi-tenant environments.
• Strong Linux knowledge, log analysis, and production support experience.
• Proven experience managing high-severity incidents and producing actionable RCA reports.
• Excellent communication skills with the ability to translate technical issues into business impact.
• Willingness to participate in an on-call rotation for critical production support.

Preferred Skills

• Experience supporting enterprise retail planning platforms.
• Strong understanding of forecasting and merchandise planning workflows.
• Ability to work effectively with distributed onshore/offshore teams.