Support - SLS Engineer (Java)
Job Description
How you will make an impact?
You will contribute to the success of METRO’s global Management System, by helping unify and streamline the development of own brand products and quality assurance processes across all entities—from corporate headquarters and trading offices to countries and stores. By replacing fragmented, manual workflows with a scalable, integrated platform, this will enable better collaboration, optimized resource usage, and consistent product and service quality—safeguarding customer trust and METRO’s brand integrity.
About the Role
We are seeking a skilled and detail-oriented SLS Engineer to provide second-line support for our cloud-based, microservices Java applications built on REST APIs, Camunda BPM, and MongoDB (NoSQL), running in Google Cloud Platform (GCP).
The SLS Engineer works closely with First Level Support (L1), who performs the initial triage, filtering out false issues and user knowledge gaps. Once L1 escalates genuine incidents or service requests, the SLS Engineer takes ownership — diagnosing issues, applying data fixes, executing scripts, and coordinating with development when code-level changes are required.
This role bridges operations and engineering, ensuring fast and reliable resolution of issues while keeping stakeholders informed.
Key Responsibilities
- Act as second-line support for incidents and service requests escalated from L1 support.
- Collaborate with end users, L1 support, dev team and PM to reproduce and perform root cause analysis of production issues in microservices, Camunda BPM workflows, MongoDB, and cloud services.
- Apply data fixes directly in MongoDB (and relational systems like PostgreSQL).
- Execute and manage existing scripts to fulfill service requests and address known issues.
- Develop new scripts (MongoDB queries, Shell, Python, or similar) when automation or additional fixes are needed.
- Identify defects requiring code changes; raise detailed bug reports for the development team and track them through completion.
- Collaborate with L1 support to improve triage efficiency and reduce unnecessary escalations.
- Ensure timely updates to stakeholders on tickets.
- Maintain documentation of recurring issues, fixes, and workarounds to enhance the knowledge base.
Qualifications
Required Skills & Qualifications
- Overall 3 to 5 yrs of relevant experience.
- Bachelor’s degree in Computer Science, Engineering, or equivalent experience.
- Experience supporting Java microservices applications and REST APIs.
- Working knowledge of Camunda BPM or similar workflow engines.
- Strong expertise with MongoDB (NoSQL) — queries, updates, data corrections, performance basics.
- Familiarity with SQL for cross-system troubleshooting or integrations.
- Understanding of cloud environments (preferably Google Cloud Platform) — services, deployments, troubleshooting.
- Scripting ability (Shell, Python, or similar) to automate fixes and support tasks.
- Comfortable working in Linux environments with basic system troubleshooting.
- Experience with incident/service request processes and ticketing systems (e.g., JIRA, ServiceNow).
- Analytical and structured problem-solving skills; ability to work under time pressure.
- Effective communicator with both technical teams (developers, QA, ops) and non-technical stakeholders.
- Previous experience in a production support, SRE, or application support role is a plus
Nice-to-Have Skills
- Hands-on experience with GCP services (e.g., Cloud Run, GKE, Pub/Sub, BigQuery, Cloud Logging/Monitoring).
- Experience with monitoring/logging tools (e.g., DataDog, ELK, Grafana).
- Familiarity with DevOps concepts and CI/CD pipelines.
- Exposure to distributed systems, messaging (Kafka, RabbitMQ).
