Systems Operations Support Analyst

About the Role

We are seeking a proactive Systems Operations Support Analyst to support our fulfillment platform and operational systems during off-hours. This role is responsible for monitoring production systems, investigating incidents, troubleshooting operational issues, and ensuring fulfillment operations continue running smoothly.

During your shift, you'll often be the primary engineering resource supporting the business. The ideal candidate is naturally curious, enjoys solving technical problems, and knows how to investigate issues across logs, databases, APIs, and application code before escalating when necessary.

The ideal candidate thrives on detailed execution, possesses strong foundational Python, JSON, and SQL skills, and can communicate complex technical issues clearly and concisely in English.

The expected hours are Mon-Fri 3pm-11pm EST, with every other weekend on call. You can work remotely anywhere in the US.

For the first month, the hours will be 9am-5pm EST for training. Upon successful completion of training, it will transition to the on-call hours (3pm-11pm EST).

Responsibilities

Production Support & Monitoring

• Off-hours coverage: Serve as the primary on-call resource to monitor and maintain the health of our fulfillment operations platform and related integrations during scheduled off-hours
• Monitor the health of fulfillment systems, integrations, and operational workflows during scheduled on-call hours.
• Respond to production alerts and operational support requests with urgency.
• Identify, triage, troubleshoot, and resolve production issues using established runbooks.

Incident Investigation

• Investigate issues across application logs, databases, APIs, and code to determine root cause.
• Perform debugging and log analysis to quickly isolate failures.
• Document findings and resolutions to improve future incident response.

Escalation Management

• Independently resolve low-to-medium complexity incidents.
• Escalate high-severity issues to the Sr. Manager of Fulfillment Systems when appropriate, providing:
  • issue summary
  • impact assessment
  • root cause (if known)
  • troubleshooting performed
  • recommended next steps

Engineering Support

• Develop and maintain small Python scripts and automation tools.
• Support low-risk enhancements and bug fixes within fulfillment applications.
• Perform routine system maintenance, cleanup, and technical debt work.

Continuous Improvement

• Improve operational runbooks and support documentation.
• Identify recurring operational issues and recommend long-term fixes.
• Partner with engineering teams to improve system reliability and monitoring.

Qualifications

• 2+ years of experience in software engineering or systems support (WMS/OMS etc)
• Experience supporting fulfillment, warehouse, & supply chain systems and processes
• Intermediate Python proficiency
• Intermediate SQL skills for investigation and data analysis
• Experience working with JSON APIs
• Experience troubleshooting production applications
• Ability to investigate issues using logs, databases, and application code
• Strong analytical and critical-thinking skills
• Excellent written and verbal English communication
• Experience using Jira, Confluence, or similar collaboration tools

Nice to Haves

• Experience with Docker
• Experience with monitoring and alerting platforms
• Familiarity with CI/CD pipelines
• Experience with AI-assisted development tools (Claude, Cursor, GitHub Copilot, etc.)