Software Engineer, IT Support

Position Summary...About Team:
Sam's Club eCommerce:

Sam's Club is our membership warehouse club, a business model that provides our members with high-quality products at prices that are unrivaled by traditional retail. Sam's Club provides a carefully curated assortment of items, as well as developing and leading technologies and services such as Scan & Go, Club Pickup, and home delivery service in select markets. Sam's Club also provides travel, auto purchasing, pharmacy, optical, hearing aid centers, tire and battery centers, and a portfolio of business operations support services.

Sam's Tech eCommerce is seeking a highly skilled and experienced Staff Software Engineer to join our Production Support team
. In this critical role, you'll play a pivotal part in enhancing our members' experience by significantly improving our incident response times and advocating for their needs. If you're passionate about leveraging technology to solve complex problems, optimize processes, and drive customer satisfaction, we encourage you to apply.

What you'll do:

As a Staff Software Engineer on this team, you will be responsible for:

• Incident Response Optimization: Lead initiatives to drastically reduce the Mean Time to Resolution (MTTR) for member and customer-impacting incidents, ensuring adherence to strict Service Level Agreements (SLAs).
• Process Enhancement: Analyze existing production support workflows and identify opportunities for improvement, automation, and streamlining. You'll design and implement more efficient incident management processes.
• Tool Development & Automation: Design, develop, and implement innovative software tools and scripts that leverage data from platforms like Service Now, Opinion Lab, Quantum Metrics, and other sources. These tools will automate incident triage, diagnosis, and resolution, improving overall team efficiency.
• Data-Driven Insights: Utilize data analytics to identify recurring incident patterns, root causes, and areas for proactive intervention. You'll translate these insights into actionable strategies for process and tool improvements.
• Root Cause Analysis (RCA): Conduct thorough RCAs for critical incidents, working with various engineering teams to implement preventative measures and ensure long-term stability.
• Cross-Functional Collaboration: Partner closely with engineering, product, and SRE teams to understand system architecture, identify potential points of failure, and champion member advocacy within the development lifecycle.
• Knowledge Management: Contribute to the creation and maintenance of comprehensive documentation, runbooks, and knowledge base articles to empower support teams and improve self-service capabilities.
• Mentorship & Leadership: Provide technical guidance and mentorship to junior engineers within the team, fostering a culture of continuous improvement and operational excellence.
• On-Call Support: Participate in on-call rotations to provide timely support for critical production issues, ensuring minimal disruption to member services.

What you'll bring:

• Strong Production Support Expertise: Deep understanding of production support methodologies, incident management, problem management, and change management.
• Extensive Software Development Background: Proven experience in designing, developing, and deploying robust and scalable software solutions.
• Incident Management Proficiency: Hands-on experience with incident management platforms (e.g., Service Now) and a track record of driving down incident resolution times.
• Data Analytics Acumen: Ability to extract, analyze, and interpret data from various sources (e.g., Quantum Metrics, Opinion Lab) to identify trends, derive insights, and inform decision-making.
• Problem-Solving
  
  Skills:
  
  Exceptional analytical and problem-solving abilities with a meticulous approach to identifying root causes and implementing effective solutions.
• Excellent Communication: Superior written and verbal communication skills, with the ability to articulate complex technical concepts clearly to both technical and non-technical audiences.
• Collaboration & Influence: Demonstrated ability to work effectively across multiple teams and…