Senior Tech Support (Retail)

TL;DR

Senior Tech Support (Python/Retail): Providing Level 3 production and platform support for a global API platform with an accent on troubleshooting complex technical issues, incident management, and root cause analysis. Focus on developing automation scripts in Python and ensuring platform stability for retail and restaurant integrations.

Location: Belgrade, SRB

Company

A global platform-powered leader in unified commerce for shopping and dining, serving customers in more than 35 countries.

What you will do

• Provide L3 support for the BSL Central API Platform, troubleshooting complex production issues related to APIs and infrastructure.
• Own incidents from detection to resolution, managing critical P1 incidents and performing Root Cause Analysis (RCA).
• Analyze logs, traces, and JSON payloads to identify system failures and behavioral anomalies.
• Develop automation scripts and operational tooling using Python to improve support efficiency.
• Collaborate with Engineering, Product, and DevOps teams to implement hotfixes and improve platform reliability.
• Participate in a 24/7 support model, including on-call rotations.

Requirements

• 4–6 years of experience in L3 Production, Application, or Platform Support.
• Mandatory professional background in the Retail or Restaurants industry.
• Hands-on proficiency with Python for automation and troubleshooting.
• Strong experience with REST APIs, SQL, and troubleshooting JSON payloads.
• Proven track record in incident management and Root Cause Analysis (RCA).
• Ability to support a 24/7 environment and participate in on-call rotations.

Nice to have

• Experience with cloud platforms such as Azure, AWS, or GCP.
• Knowledge of .NET/C# applications and debugging techniques.
• Familiarity with CI/CD pipelines, Git, and Azure DevOps.
• Experience with monitoring, logging, and observability tools.

Culture & Benefits

• Commitment to equal employment opportunity and global inclusivity.
• Professional environment focusing on high-scale, customer-facing enterprise platforms.
• Opportunity to work within a distributed global team across multiple business lines.