Lead Support Engineer, Pricing (remote)

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At US Foods®, innovation and technology is our superpower. By expanding our digital ecosystem and leading with a customer-first mindset, we’re delivering technology that empowers our customers and simplifies business. As we transform the digital landscape of the foodservice industry, we’re outpacing our competitors faster than ever before. ​
 We believe diversity is the cornerstone of creativity and innovation—and we foster an open, inclusive, flexible work environment that supports our transformation.
This Lead Support Engineer role is part of Pricing Product Team at US Foods and is primarily responsible to ensure the smooth operations of Next Gen Pricing processes and to enable the business users to conduct the pricing activities successfully. In this role, the support engineer will develop a deep understanding of how the pricing processes and systems work, quickly respond to support requests, troubleshoot and resolve issues and inquiries. This role is responsible for overseeing the support operations across pricing vendor platform and upstream/downstream systems, defining efficient monitoring and alerting processes, and driving continuous improvement to system stability and performance. As the lead person, this role is the first line of defense on behalf of the pricing team and is responsible for triaging and coordinating with cross-functional product teams to drive resolutions of pricing issues and inquiries.
Flexible Work Policy: The work for the Support Lead position is completed 100% remotely anywhere in the United States except Hawaii or United States Territories. This position may have the potential to travel up to 5% dependent on business needs.

Flexible Work Policy: The work for the Lead Support Engineer position is completely 100% remote anywhere in the United States except Hawaii or United States Territories.  This position may have the potential to travel up to 20% dependent on business needs.

RESPONSIBILITIES  

• Lead the support functions, mentor and oversee a team of support engineers within the pricing team.

• Provide expert-level support to business, addressing complex issues and escalations, and ensuring prompt resolution. Engages the right people, in the right way, at the right time.

• Validate events including releases, data transfers, and Market Go-Lives to ensure smooth transitions and continued functionality.

• Demonstrates timely, actionable communication to impacted customers and decision makers.

• Has decision-making responsibility within the discipline and escalates any issues which cannot be resolved to the Sr. Manager.

• Develop and maintain support procedures, documentation, and knowledge base to enable consistent and accurate responses to business inquiries.

• Collaborate with cross-functional teams, such as business analysts, engineering, QA, vendors, other application/ product teams, to triage and prioritize bug fixes and platform improvements based on feedback and support trends.

• Analyze support metrics and trends to identify areas for improvement, streamline processes, and enhance the overall business experience.

• Act as an advocate, providing feedback and insights to drive product enhancements and prioritize feature requests.

• Stay updated with industry trends, best practices, and competitive landscape to provide valuable insights and recommendations for enhancing the support function.

• Foster a positive and collaborative work environment, encouraging teamwork, professional growth, and a customer-centric mindset.

• Monitor and report on application health and performance and manage PRD incidents.

• Troubleshoot and/ or hands on development of various application components using technology stack including Java, Mulesoft, TIBCO, Kafka, SQL queries, APIs, NodeJS, AWS, NewRelic, Jira, TestRail, etc.

• Participate in off-hours support coverage rotation (up to 50%)

RELATIONSHIPS 

• Internal: Business Stakeholders and End Users, IT Leadership, IT Delivery (Sr. Product Owners, Product Owners/ Business Analysts, Scrum Masters, Developers, Quality Engineers, Architects, Program Managers, etc.), cross-functional product/ application teams

• External: SaaS Vendors including Zilliant, iCertis; Service Integrators (SI)

QUALIFICATIONS

Education/ Training:

• Bachelor’s degree in Computer Science, Information Systems, or equivalent work experience

Minimum Qualifications:

• 6+ years’ experience in IT or technical role
• 4+ years’ of in application support role experience
• Strong understanding of support best practices and a proven track record of delivering exceptional customer service.
• Proficient in using support tools and systems to manage and track customer interactions.
• Excellent communication skills, both written and verbal, with the ability to effectively communicate complex ideas and concepts.
• Troubleshooting, strong problem-solving and decision-making abilities, with a focus on achieving customer satisfaction.
• Ability to adapt to a fast-paced environment and prioritize tasks effectively.
• Strong communication skills to collaborate effectively in cross-functional teams and build positive working relationships.
• Hands on technical experience troubleshooting and/ or developing with one or more technology stack, monitoring and tuning application/ API/ database health and performance.

PREFERRED QUALIFICATIONS

• Experience with pricing platforms or related ecommerce technologies.

• Experience with customer support software, such as ticketing systems and knowledge base tools.

• Experience building knowledge base systems

• Experience defining and tracking support metrics to drive a culture of continuous improvement

• Experience working in cross-functional teams and collaborating with diverse stakeholders including business, vendor professional services and consultants.

Compensation depends on relevant experience and/or education, specific skills, function, geographic location, and other factors as applicable by law.  The expected base rate for this role is between $85,000 - $140,000.

This role will also receive annual incentive plan bonus.

​Benefits for this role may include health insurance, pre-tax spending accounts, retirement benefits, paid time off, short-term and long-term disability, employee stock purchase plan, and life insurance. To review available benefits, please click here: https://www.usfoods.com/careers/benefits.html.

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***EOE Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Protected Veteran/Disability Status***