OverviewPet Supplies Plus is seeking a Senior Digital Platforms Support Engineer to support and improve the reliability of our customer-facing digital ecosystem, including Marketing Technology, Ecommerce, Mobile App, Loyalty, Sitecore, Salesforce platforms, SMS, customer identity, analytics, and related integrations. This hands-on senior individual contributor role is responsible for platform stability, incident response, operational visibility, stakeholder communication, and continuous improvement.
Responsibilities/QualificationsThe ideal candidate is a strong technical troubleshooter and coordinator who can quickly assess production issues, engage the right teams or vendors, and drive incidents through resolution.
Because these platforms support mission-critical customer and business experiences, periodic availability outside normal business hours may be required for critical incidents, releases, outages, or other business-critical events.
The
Senior Digital Platforms Support Engineer key responsibilities include:
- Support and maintain PSP's digital ecosystem, including ecommerce, mobile app, loyalty, Salesforce Marketing Cloud/Data Cloud, Sitecore, SMS, customer identity, analytics, and third-party integrations.
- Monitor platform health, automations, integrations, and customer-impacting services to identify and resolve issues quickly.
- Perform first-level triage and troubleshooting across digital platforms, including shopping, checkout, loyalty, personalization, promotions, customer accounts, and marketing communications.
- Serve as the initial point of engagement for production incidents and operational concerns; determine escalation paths and coordinate with internal teams, vendors, and platform providers.
- Own incident coordination through resolution, ensuring clear communication, timely stakeholder updates, and follow-through on corrective actions.
- Develop and maintain dashboards, monitoring standards, alerting, health indicators, and operational reporting for digital platform reliability.
- Partner with internal teams and vendors to improve instrumentation, logging, diagnostics, release readiness, and production validation.
- Lead or support root-cause analysis, post-incident reviews, trend analysis, and continuous improvement efforts that reduce recurring issues and operational risk.
PAWsome
Digital Platforms Support Engineercandidates will have
:- 5+ years of experience in digital platform support, application support engineering, digital operations, SRE, platform engineering, or a related technical support role.
- Demonstrated ability to troubleshoot complex, multi-system issues across integrated digital environments.
- Strong understanding of web technologies, APIs, event-driven integrations, cloud-based platforms, and customer-facing digital systems.
- Experience managing production incidents and communicating clearly with technical and non-technical stakeholders.
- Ability to coordinate work across distributed teams, vendors, and business partners in a fast-paced environment.
- Experience creating or maintaining dashboards, health metrics, monitoring, alerting, or service reporting.
- Excellent written and verbal communication skills, with the ability to translate technical issues into clear business updates.
- Experience with ticketing or work management platforms such as Jira, ServiceNow, or equivalent tools.
Preferred Qualifications:
- Experience supporting Salesforce Marketing Cloud, Salesforce Data Cloud, Sitecore, ecommerce platforms, mobile applications, loyalty programs, SMS/push notification platforms, or customer engagement tools.
- Experience with observability or application performance tools such as Datadog, New Relic, Splunk, Dynatrace, or similar platforms.
- Familiarity with APIs, webhooks, cloud-based middleware, digital commerce, personalization, retail, franchise, or multi-location business environments.
- Experience with ITIL or structured incident and problem management practices.
Why Us: Our Pawprint Values -
Neighborly, Knowledgeable, Trustworthy, PetCentric- Work in a collaborative, neighborly environment that values initiative, curiosity, teamwork, and care for pets.
- Engage in our pet-centered culture-bring your dog to work
- Employee discount up to 50% at our stores (plus coupons!)
- Bonus Pay based on Company performance
- Promotion from within culture
- Flexibility to meet your needs with Paid Time Off & hybrid work arrangement
- 401k savings plan
- Health, dental, vision & disability plans
- Health & flexible savings accounts
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