Platform Support Engineer

Acosta

. Serve as the frontline responder for production incidents and service requests from Total Wireless store owners and dealer partners .

Posted 9/23/2026full-timeRemote • Oregon • United StatesMid-LevelSenior💰 $90,000 - $92,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting enterprise software, point-of-sale applications, and database systems while effectively communicating with external partners and stakeholders. Proficient in SQL, log analysis, and incident management within a production support environment.

Highest-signal resume keywords

Troubleshooting Enterprise SoftwareSQL ProficiencyIncident ManagementExperience with JIRAUnderstanding of ITIL Framework

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQLDatabase TracingLog AnalysisTroubleshootingSSISData Job SchedulingRelational Database ConceptsNon-Relational Database ConceptsAgile MethodologiesApplication Testing

Soft Skills

CommunicationProblem-SolvingCollaborationCustomer ServiceAnalytical Thinking

Tools & Technologies

JIRAKibanaMicrosoft SQL ServerAzureGenerative AI Tools

Certifications & Qualifications

ITIL CertificationSQL CertificationSSIS Certification

Industry Keywords

Production SupportTechnical Customer ServicePoint-of-Sale EnvironmentsRetail Sales OperationsIncident Resolution

Tech Stack

Tools & technologies

AzureETLMS SQL ServerSQLSSIS

About the role

Key responsibilities & impact

Serve as the frontline responder for production incidents and service requests from Total Wireless store owners and dealer partners
Gather diagnostic information, provide status updates, resolve standard operational issues, and maintain communication through resolution
Collect and analyze diagnostics, logs, system metrics, database traces, and other technical evidence
Troubleshoot enterprise software, point-of-sale applications, web applications, database systems, servers, SSIS packages, and platform components
Resolve Tier 1 issues or prepare incident briefs and handoffs for Tier 2, Tier 3, DevOps, Development, database, or platform support teams
Prioritize, track, and document incidents, service requests, troubleshooting steps, impact, and resolutions in the ticketing system
Communicate application and platform issues to dealers, management, development teams, internal business units, and other stakeholders
Test fixes and conduct post-resolution follow-up
Monitor system health dashboards, alerts, data loads, job schedules, and performance metrics
Perform health checks, report anomalies, and recommend preventive actions based on incident trends
Support testing of applications, database changes, code enhancements, and deployments
Assist with authorized fixes, configuration updates, backups, code changes, job or package adjustments, stored procedure or indexing optimization, and remediation
Maintain troubleshooting procedures, SOPs, workarounds, incident records, and knowledge articles
Guide dealers and end users on system usage, best practices, and self-service resources
Partner with technical and platform support teams to verify resolutions and improve Tier 1 workflows and support processes

Requirements

What you’ll need

Bachelor’s degree in Computer Science, Engineering, Information Technology, Information Systems, or equivalent practical work experience
3+ years of experience in production support or technical customer service
Experience communicating with external partners, dealers, or indirect channels to resolve technical issues and ticket requests
Background in sales or frontline sales operations within retail, indirect dealer, or commercial sales environments
Hands-on experience troubleshooting enterprise software, point-of-sale environments, frontline web applications, or database-supported applications
Experience with enterprise ticketing, monitoring, workflow, or log-analysis platforms such as JIRA, Kibana, or comparable tools
Experience coordinating issue resolution across technical and business groups
Strong SQL, query tools, database tracing, or log-analysis proficiency for initial diagnostics
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 maintenance, troubleshooting, scheduling, and optimization of automated data jobs and integrations with external systems
Understanding of relational and non-relational database concepts
Practical understanding of Agile methodologies and service desk frameworks such as ITIL
Ability to travel, see, and listen
Personal devices required
ITIL, SQL, SSIS, Azure, or related technical certifications preferred
Familiarity with generative AI tools such as Gemini or Claude Code preferred

Benefits

Comp & perks

Personal devices required/allowed
Ability to travel
Remote work arrangement