Pet Supplies Plus

Compensation

Full Description

Overview Pet Supplies Plus is seeking a hands-on Senior Digital Platforms Support Engineer to support the stability, reliability, and performance of our customer-facing digital ecosystem, including ecommerce, mobile app, loyalty, marketing technology, and related digital integrations. This role serves as a senior individual contributor responsible for production support, incident coordination, observability, operational reporting, and continuous improvement across digital platforms. The ideal candidate is a strong problem solver who can quickly assess issues, coordinate internal teams and vendors, communicate clearly with stakeholders, and help mature monitoring and support practices that improve the customer experience. Responsibilities/Qualifications The Senior Digital Platforms Support Engineer key responsibilites include: Serve as the first point of engagement for digital platform incidents, production issues, and operational support requests. Perform first-level triage, troubleshooting, and investigation across ecommerce, mobile, loyalty, marketing technology, customer identity, and third-party integrations. Own incident coordination through resolution by engaging the appropriate internal teams, delivery partners, infrastructure teams, vendors, and platform providers. Lead clear incident communication, including stakeholder updates, escalation coordination, post-incident follow-up, and resolution tracking. Develop and maintain dashboards, alerts, health metrics, and operational reporting to improve visibility into platform performance and reliability. Monitor digital experiences and integrations for issues impacting ordering, checkout, search, navigation, promotions, loyalty, customer accounts, marketing communications, and mobile app functionality. Partner with engineering, ecommerce, mobile, marketing technology, product, IT, infrastructure, and vendor teams to resolve issues and reduce recurring incidents. Support release validation and post-deployment monitoring to confirm platform stability after changes. Identify opportunities to automate support activities, improve monitoring, strengthen operational processes, and reduce support friction. Create and maintain support documentation, runbooks, escalation procedures, known issue records, and standard operating procedures. PAWsome Digital Platforms Support Engineer candidates will have: 5+ years of experience supporting digital platforms, ecommerce systems, marketing technology, mobile applications, or other customer-facing technology environments. Strong experience troubleshooting production issues, integrations, platform defects, workflow failures, and data-related problems. Experience coordinating incident response across technical teams, business stakeholders, and external vendors. Ability to analyze logs, reports, dashboards, tickets, and operational data to identify issue patterns and root causes. Strong communication skills with the ability to explain technical issues clearly to technical and non-technical audiences. Proven ability to manage competing priorities, drive follow-through, and operate independently with strong ownership and accountability. Experience with ticketing, incident management, monitoring, support workflows, and operational reporting. Preferred Qualifications Experience supporting ecommerce platforms, mobile applications, loyalty platforms, Salesforce Marketing Cloud, Sitecore, or related digital technologies. Familiarity with APIs, integrations, customer data ecosystems, application performance monitoring, observability tools, dashboards, and alerting practices. Ability to write SQL or perform basic data analysis to support troubleshooting and operational reporting. Experience in retail, ecommerce, franchising, or other customer-facing digital environments. Familiarity with ITIL, incident management best practices, release validation, and post-incident review processes. Why Us: Our Pawprint Values – Neighborly, Knowledgeable, Trustworthy, PetCentric Work in a collaborative, neighborly environment that values initiative, curiosity, teamwork, and care for pets. Engage in our pet-centered culture—bring your dog to work Employee discount up to 50% at our stores (plus coupons!) Bonus Pay based on Company performance Promotion from within culture Flexibility to meet your needs with Paid Time Off & hybrid work arrangement 401k savings plan Health, dental, vision & disability plans Health & flexible savings accounts #LI-SQ1 About Company Pet Supplies Plus is focused on making it easier to get better products for your pet. With 770+ locations in 44 states, the stores have a streamlined design making it easy to navigate a wide assortment of natural foods, hard goods and pet services. Friendly, knowledgeable staff get to know each pet and their owner by name and provide playful store experiences to remind them just how fun it is to own a pet. Pet Supplies Plus stores are large enough to house an incredible variety of food and equipment, yet small enough to still feel neighborly.Pet Supplies Plus is ranked No. 31 overall in Entrepreneur Magazine's 2026 Franchise 500® list and is the Top Full-Service Pet Supplies Franchise for its exceptional performance in areas including financial strength and stability, growth rate and system size. For more information, please visit www.petsuppliesplus.com. EOE STATEMENT We provide equal employment opportunities to all applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, the company complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment. Min Max