Wakapi

IT Operations & Digital Support Engineer

Wakapi

The Role: The Digital Support Engineer is responsible for delivering high-level technical support across the company’s digital ecosystem, ensuring the reliability, performance, and security of mobile applications, web platforms, and customer identity workflows. The role owns incident resolution end-to-end, drives proactive monitoring and automation initiatives, and continuously works toward improving operational stability and reducing MTTR. This is a 100% remote position with rotating shifts, based on operational needs. Responsibilities: Administer and support the SAP Customer Data Cloud (CIAM) platform to manage customer identities, profiles, and consent preferences. Troubleshoot customer registration, login, and social authentication flows to ensure a seamless user experience across digital properties. Ensure all identity and access workflows comply with global data privacy and security regulations. Provide remote technical support to identify, troubleshoot, and resolve software and system issues across retail and digital platforms. Access and manage remote systems using PuTTY and WinSCP to perform diagnostics, retrieve logs, and update system configurations. Utilize Linux commands to manage file permissions, processes, and environment variables during investigations. Execute ad-hoc SQL queries on DB2, MySQL, and SQL Server databases to investigate data inconsistencies and missing records. Support digital applications including Same Day Delivery platforms and mobile applications. Utilize Dynatrace for full-stack monitoring, including application performance, CPU and memory usage, and database health. Maintain full incident ownership from detection through resolution, ensuring adherence to defined SLAs (6–9 hour targets). Participate in Major Incident bridges, providing clear technical context, progress updates, and resolution status. Develop automation workflows using Python and Power Automate to streamline monitoring, alerting, and repetitive operational tasks. Identify recurring systemic issues and collaborate with cross-functional teams to implement permanent corrective actions. Drive continuous improvement initiatives focused on reducing Mean Time to Resolve (MTTR) and improving platform stability. Requirements: Bachelor’s degree in Computer Science, Software Engineering, or a related field. Minimum of 4+ years of experience in a technical support, digital operations, or system support engineering role. Strong proficiency in Linux operating systems, including process handling, file permissions, and environment variables. Ability to write and execute ad-hoc SQL queries for troubleshooting and data validation purposes. Hands-on experience with monitoring and observability tools, preferably Dynatrace. Experience using PuTTY, WinSCP, and Jira for system access, diagnostics, and incident tracking. Solid understanding of XML structures and API integrations. Experience supporting digital and mobile platforms in a production environment. Familiarity with automation tools such as Python, Power Automate, or Power BI is considered a plus. Knowledge of retail technologies and Point-of-Sale (POS) systems is a plus. Hands-on experience with SAP Customer Data Cloud (CIAM), including user schema and authentication flow management, is a strong advantage. Ability to work in a rotational schedule supporting a 16-hour daily digital coverage window, 7 days per week. Excellent English communication skills, both written and verbal, for documentation and incident management.