The L1.5 Support Engineer provides expert support for issues requiring additional expertise beyond Level 1, collaborating with the Level 1 team and ensuring timely resolutions.
This is a remote position.
Note: Retail experience not required, GCP & BATCH Support required
L1.5 Support Engineer Job Description:
The L1.5 Support Engineer will be responsible for providing quick response support for issues that can be resolved by the Level 1 team, but require additional expertise. The ideal candidate will have experience in SQL and GCP, with experience in Blue Yonder, back office retail applications, and/or ETL/batch processing being a plus. The L1.5 engineer will work closely with the Level 1 team to provide timely and effective resolution of issues to meet 24x7 service level agreements.
Responsibilities:
- Provide quick response support for issues that can be resolved by the Level 1 team, but require additional expertise
- Collaborate with Level 1 team to troubleshoot and resolve issues
- Provide expertise in SQL and GCP, with experience in Blue Yonder, back office retail applications, and/or ETL/batch processing being a plus
- Ensure timely and effective resolution of issues to meet 24x7 service level agreements
- Participate in on-call rotation as required
Requirements:
- Bachelor's degree in Computer Science, Information Technology, or related field
- Minimum of 2 years of experience in a support or development role
- Strong knowledge of SQL and GCP, with experience in Blue Yonder, back office retail applications, and/or ETL/batch processing being a plus
- Experience with troubleshooting and resolving issues in a fast-paced, 24x7 environment
- Strong communication and collaboration skills
- Ability to work in a team-oriented environment.
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What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
