Middle Application Support Engineer

About the Client The Marketing Store (TMS) is a privately held global Agency that innovates, optimizes and drives marketing promotions and supply chains of many of the best-known brands in the world. With 1200+ employees across 26 countries, they offer an impressive range of solutions — from inspiration and innovation to category management and delivery. Headquartered in Chicago with 10 offices worldwide, they are responsible for some of the world’s most successful and iconic long-term marketing platforms, including McDonald’s Happy Meal and MONOPOLY programs. Operating as a creative agency, a strategic consultancy, and a technology provider, they engage with over 110 million customers every single day for clients including McDonald’s, adidas, T-Mobile, Starbucks, Vue, and O2. Why we think you will love this role You will be joining a team of dedicated engineers who value their community of knowledge sharing, communication, and growth. We encourage open dialogue between our people and you’ll have the opportunity to interface with your peers, leadership, and product teams daily. In this role, which is both technical and collaborative, you will make significant contributions to the success of our internationally popular promotional games – bringing smiles to faces around the world every day. Project Details You will be a part of the EU-based team of application support & DevOps engineers who will support & help ensure the smooth delivery of our API-driven global promotions platform for one of the largest fast-food restaurant chains in the world 😉 - Essentially, the team is responsible for configuring, deploying & supporting the backend of the games and will be expected to support multiple games at the same time. Team: Senior Application Support Engineer, 2x Middle Application Support Engineer, DevOps Engineer, Project Manager. Working Schedule: - Due to the complexity of TMS software, it is essential to work via the eastern/central US time zone for the first 6 months to ensure an effective onboarding process. - After a 6-month period it's possible to reduce the overlap to 3-4hrs with the eastern/central US time zone. - The role is expected to include participation in a shared on-call rotation to support live promotions, project launches, and urgent production incidents. During on-call periods, support may occasionally be required outside standard working hours, including evenings, nights, or weekends.. Responsibilities: - Provide advanced application support for our promotion platform, addressing and resolving issues promptly to ensure optimal system performance. - Collaborate with the development team to diagnose and troubleshoot application-related issues, identifying root causes and implementing effective solutions. - Gain a strong understanding of our platform capabilities so you may confidently interface with internal/vendor technical teams for smooth integrations and troubleshooting - Monitor system performance and conduct regular health checks to proactively identify potential issues and areas for improvement. - Participate in incident response to ensure swift resolution of anomalies detected in internal platforms, downstream client environments, as well as partner systems - Contribute to official incident response reports providing a timeline of key moments, root cause analysis, and recommendations for system and process improvements to prevent recurrence. - Develop and maintain support documentation, including troubleshooting guides, FAQs, and system configuration details. - Assist in the deployment of new releases and updates, ensuring smooth transitions and minimal disruption to services. - Contribute to the continuous improvement of support processes and tools, leveraging feedback and data to enhance efficiency and effectiveness. - Configure and maintain cloud environments for application runtimes utilizing automated scripts to streamline deployment, scaling, and management processes, ensuring optimal performance and reliability. - Participate in an on-call rotation to support live promotions, production incidents, go-live activities, and urgent troubleshooting needs, ensuring timely investigation, escalation, and communication with relevant stakeholders.