Senior Support Engineer, Customer/Supplier Connectivity

Position Summary: 

The Senior Support Engineer, Customer/Supplier Connectivity is a senior technical support position responsible for stability, maintenance and monitoring of TireHub Ecommerce (B2B) platform, customer facing APIs, supporting APIs and Middleware. This role ensures seamless connectivity between TireHub, customers, and suppliers by troubleshooting issues, optimizing system performance, and implementing proactive solutions. It collaborates with IT, Development, and Operations teams to resolve technical challenges and improve system integrations.

This role will report to the DevOps Manager.

 The individual must exhibit the following core attributes of TireHub commitments:

Approachable - If a company could smile, we would. Instead, we rely on our people to show it. We care about each other and our customers because we know business only gets done right when people respect each other and value relationships. Adventurous - What TireHub is set up to do is intentionally outrageous. So, we readily embrace challenges with the courage to introduce new ideas and the ambition to build something unique. Relentless - We tackle our work with energy. We deliver on our commitments with enthusiasm. And we do not give up until we get to the end.  Speedy - Speed is the currency in the tire industry. When we commit to a job, we get the job done – and we do it fast. 

 

Role Specifics:

System Monitoring & Stability

Establishes and maintains proactive monitoring for systems. Ensures timely detection of system outages, performs diagnostic triage, and executes correction or escalation as per established runbooks. Monitors application stability and functionality to maintain high uptime and reliability.

Technical Issue Resolution & Escalation

Identifies and coordinates the resolution of technical issues for assigned applications. Escalates unresolved issues to 3rd-level support, including developers and vendor resources.

Support Documentation & Knowledge Sharing

Establishes and maintains application support for Middleware, Ecommerce, and API processes. Develops and shares support knowledge and documentation, ensuring proper training for other support resources as needed.

Leadership & Coordination

Creates support procedures and coordinates work for offshore and onshore support teams while providing tactical leadership. Serves as a liaison between support groups, ensuring smooth transition and resolution of issues across teams. Acts as an onsite representative at headquarters, fostering interaction and collaboration with departments requiring escalated support.

Compliance & Additional Responsibilities

Ensures adherence to TireHub policies, procedures, and guidelines.  Completes additional tasks assigned by their supervisor or another member of Senior Leadership, as requested.

 

Competencies:

Problem-Solving: Strong analytical and critical thinking skills to diagnose and resolve technical issues efficiently. Communication: Excellent communication skills to interact with team members, stakeholders, and external partners effectively. Decision making: Drawing correct and realistic conclusions and making timely decisions based on available information. Initiative: Spotting opportunities within a circle of influence; anticipating threats and acting on them; self-starting rather than waiting passively until the situation demands action.

 

Education/Experience:

Bachelor’s degree in IT, MIS, Computer Science, or related field is preferred. 5+ years of experience in application support, system administration, or software engineering withing an enterprise IT environment. Strong experience with API frameworks, Middleware, and Ecommerce (B2B) platforms. Proven experience in troubleshooting system integrations, connectivity issues, and application stability. Experience working in Agile/Scrum environments and using project tracking tools such as Jira.

Required Knowledge, Skills, and Abilities:

Expert-level knowledge of Azure deployments and telemetry (Application Insights, App Services, Logic Apps, Azure SQL, Service Bus, etc.). Expert knowledge of SQL Server interfacing technologies (SSIS, Transact-SQL). Hands-on experience working in an Agile/Scrum environment. Proficiency in API/web debugging tools such as Postman or Fiddler. Strong knowledge of best practices for creating and maintaining support documentation and knowledge bases. Ability to assess Solution/Enterprise Architecture artifacts for supportability. Ability to collaborate with cross-functional teams to identify technical solutions that enhance service delivery. Strong problem-solving and decision-making skills with the ability to prioritize critical objectives. Ability to work under pressure in a fast-paced environment. Intense customer focus and adaptability to change. Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint, and Outlook). A valid Driver’s license with at least 2 years of driving experience required (3 years preferred; Does not include time on learner’s permits).

 

Preferred Knowledge, Skills, and Abilities:

Hands-on experience with Visual Studio IDE. Familiarity with .NET Core framework. Some knowledge of AWS technologies relevant to TireHub’s deployment stack (Elastic Beanstalk, S3, EC2). Experience with Jira (or similar project/issue tracking tools) and GitHub (or similar source control systems). Knowledge of Dynatrace for performance monitoring. Strong technical documentation skills.

Working Conditions:

This is a fast-paced and dynamic operating environment. Most of the time is spent sitting, constantly viewing monitors in a comfortable position with frequent opportunity to move around. There may be occasions to move or lift light articles. Must be able to work flexible hours to accommodate routinely critical system changes and emergency events. Ability to travel up to 10%.

**This role is based in our headquarters office in Dunwoody, GA and requires a strong in-person presence.