Platform Support Engineer

Job Description

The ETL Platform Support Engineer role is to deliver support to the organization via various software and application programs efficiently and effectively while fulfilling business objectives. This includes troubleshooting applications and software for all internal customers, such as operations, development, and other business units.

Acosta's business teams rely on the Platform Support Services (PSS) team to address reported incidents and system outages promptly and efficiently. The ETL team manages and maintains real time data loads for major systems throughout Acosta.

Responsibilities

Essential Functions:

Production Support & Dealer Communication
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.

Incident Triage, Troubleshooting & Escalation
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, DevOps, Development, database, or platform support teams.

Incident Management & Stakeholder Communication
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.

Monitoring, Alerting & Preventive Support
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.

Platform, Database & Deployment Support
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.

Documentation, Knowledge & End-User Enablement
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.

Collaboration & Continuous Improvement
Partner with Tier 2, Tier 3, DevOps, 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.

Qualifications

Education Requirements:
Required
Bachelor's degree in Computer Science, Engineering, Information Technology, Information Systems, or equivalent practical work experience.

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

Work Experience Requirements:
Required
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 coordinating issue resolution across technical and business groups.

Preferred
3+ years supporting point-of-sale systems and subsystems across retail and indirect sales channels.
Experience with Microsoft SQL Server tools, including SSMS, SSRS, and SSIS, and with Power BI, SSRS, Cognos, or comparable reporting tools.
Familiarity with data warehouses, cubes, ETL processes, job scheduling, enterprise sales platforms, order tracking engines, and customer management systems.
Experience creating knowledge base articles, SOPs, troubleshooting guides, or end-user training materials.

Knowledge, Skills and Abilities Requirements
Customer & Communication
Exceptional verbal, written, interpersonal, and presentation skills, including active listening, probing, and the ability to explain technical issues in clear business-friendly language.
Strong customer service orientation and the composure to navigate challenging user interactions.

Troubleshooting & Analysis
Strong analytical and problem-solving abilities with working knowledge of troubleshooting principles, methodologies, and issue-resolution techniques.
Ability to prioritize and execute tasks in a high-pressure production environment and work independently when needed.
Basic proficiency in SQL, query tools, database tracing, or log-analysis platforms for initial diagnostic investigations.

Platform & Data Support
Familiarity with Microsoft SQL Server and ETL concepts, including SSIS jobs and packages, data-import failures, job scheduling, stored procedures, indexing, transactions, and rollback.
Ability to support or collaborate on the maintenance, troubleshooting, scheduling, and optimization of automated data jobs and integrations with external systems.
Understanding of relational and non-relational database concepts and current technology trends related to database applications.

Methods & Tools
Practical understanding of Agile methodologies and service desk frameworks such as ITIL.
Familiarity with generative AI tools or developer productivity suites, such as Gemini or Claude Code, is preferred.

Physical Requirements:
Ability to Travel
Seeing
Listening

Personal Skills Requirements:
Analysis/Comprehension
Ability to Work without a Supervisor
Time Management
Judgement/Decision Making
Strong Communication Skills

Driving Requirements: No
NARS: No
Personal Devices: Yes