Position Purpose:

The Software Engineer II in TechOps is responsible for driving application stability, technical enablement, and proactive operational readiness across our core marketing and IT ecosystems. Moving beyond traditional, isolated feature development, this role ensures that complex homegrown tools, data products, and critical platforms are deeply supportable, highly resilient, and seamlessly optimized.

As a Software Engineer II, you will be part of a dynamic engineering team charged with operating an intelligent, responsive L1/L2/L3 incident management framework to triage, troubleshoot, and remediate advanced production issues. In this role, you will help design and build AI-driven solutions to enhance proactive anomaly detection, build defensive data validation pipelines, and lead the technical onboarding and tool mechanics training required to guarantee day-one stakeholder success. Additionally, you will transform support telemetry into actionable insights, directly influencing the configuration, resilience, performance tuning, and production monitoring of our enterprise applications.

Key Responsibilities:

70% Delivery and Execution -

• Intelligent Automation & AI Ops: Helps design, build, and implement AI-driven solutions and machine learning models to enhance proactive anomaly detection, automate root-cause analysis, and enable seamless, self-healing issue resolution.
• Centralized Support & Incident Triage: Manage the primary L1/L2/L3 centralized intake bus to triage, troubleshoot, and remediate advanced application-level support tickets, minimizing MTTR and shielding stakeholders from complex platform errors.
• Application Health & Defensive QA: Partners with core engineering to build application-specific health validation pipelines and monitors active data flows to isolate and resolve data-mapping anomalies before they impact downstream execution.
• Launch Readiness & Technical Documentation: Serves as the operational onboarding partner for new IT capabilities, developing critical technical documentation—including system diagrams, data dictionaries, job schedules, and API mappings—to guarantee day-one platform supportability.
• Technical Product Training & Onboarding: Leads the creation and delivery of technical product training (tool mechanics) to onboard new teams, focusing on user interface navigation, deep configuration rules, and platform capabilities.
• Lifecycle Optimization & Support Telemetry: Conducts blameless post-mortems and transforms support ticketing telemetry into actionable engineering backlogs to drive permanent platform improvements and track product-level Service Level Objectives (SLOs).
• Automation & Scripting: Writes custom code, scripts, and automated ticketing paths to streamline workflows, optimize event monitoring, and manage backend cross-platform routing protocols between IT and business teams.
• Advanced Platform Operation: Directly operates, configures, and tunes complex homegrown tools, data products, and commercial off-the-shelf solutions where business self-service capabilities are unavailable.

15% Learning -

• Actively seeks ways to grow and be challenged using both formal and informal development channels; Learns through successful and failed experiment when tackling new problems

15% Plans and Aligns -

• Collaborates with other team members in agile processes; Assists in creating new and better ways for the team to be successful; Relates openly and comfortably with diverse groups of people; Builds partnerships and works collaboratively with others to meet shared objectives

Direct Manager/Direct Reports:

• This position typically repots to Software Engineer Manager or Sr. Manager
• This position has 0 Direct Reports

Travel Requirements:

• No travel required.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications:

• 1-3 years of relevant work experience in a DevOps, SRE, TechOps, or Production Support Engineering role.
• Experience in an object-oriented programming language (preferably Java) alongside scripting languages used for automation and AI implementation (preferably Python or Bash).
• Experience with modern debugging, root cause analysis, and log analysis techniques.
• Experience with cloud computing infrastructure and CI/CD deployment pipelines.
• Experience writing complex SQL queries and working with Relational or NoSQL database technologies.
• Experience with application monitoring, logging, and observability tools (e.g., Splunk, Datadog, New Relic, or Dynatrace) to manage event monitoring and proactive alerting.
• Exposure to building or implementing AI/ML-driven automation solutions or intelligent anomaly detection tools (AIOps).
• Exposure to data engineering concepts, data pipelines, and debugging data-mapping architectures.
• Exposure to enterprise ticketing platforms (e.g., Jira Service Management, ServiceNow) and managing automated ticket routing paths or system APIs.
• Exposure to creating technical documentation, infrastructure diagrams, data dictionaries, or delivering technical training to end-users.
• Exposure to security frameworks for user authorization, authentication, and access protocols.
• Exposure to executing functional, integration, and destructive resilience testing.
• Experience with source code version control systems (e.g., Git).

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Preferred Education:

• No additional education

Minimum Years of Work Experience:

• 2

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• Global Perspective
• Manages Ambiguity
• Nimble Learning
• Self-Development
• Collaborates
• Cultivates Innovation
• Situational Adaptability
• Communicates Effectively
• Drives Results
• Interpersonal Savvy