Senior Production Service Support Engineer (Incident Management) - US time zone (4pm-12am CET)

Groupon is a marketplace where customers discover new experiences and services everyday and local businesses thrive. To date we have worked with over a million merchant partners worldwide, connecting over 16 million customers with deals across various categories. In a world often dominated by e-commerce giants, we stand out as one of the few platforms uniquely committed to helping local businesses succeed on a performance basis.

Groupon is on a radical journey to transform our business with relentless pursuit of results. Even with thousands of employees spread across multiple continents, we still maintain a culture that inspires innovation, rewards risk-taking and celebrates success. The impact here can be immediate due to our scale and the speed of our transformation. We're a "best of both worlds" kind of company. We're big enough to have the resources and scale, but small enough that a single person has a surprising amount of autonomy and can make a meaningful impact.

 

We are looking for a Linux Production Service Support Engineer (Incident Management) to join our team to support and optimize the process, implementation, and operational support of internal systems that span business side and engineering departments. 

 

We're a "best of both worlds" kind of company. We're big enough to have resources and scale, but small enough that a single person has a surprising amount of autonomy and can make a meaningful impact. 

 

We're curious, fun, a little intense, and kind of obsessed with helping local businesses thrive. 

Does that sound like a compelling place to work? 

 

Our infrastructure ecosystem: 

• AWS/GCP Environment 

• Docker and Kubernetes 

• Elasticsearch 

• Pingdom, Opsgenie, Kibana and Wavefront monitoring tools 

• GitHub and JIRA

• Java, Ruby and Node.js and Next.js

• MySQL and PG databases

• Redis and Memcached

• Akamai CDN

• Python Tooling 

 

Some more details on the role: 

• You will leverage Site Reliability Engineering best practices and ITIL Solutions Architecture framework to devise incident management strategies. 

• Incident Commander, change manager, and a senior technical resource responsible for preventing, identifying, triaging, documenting, investigating, mitigating, and recovering from site/service impacting incidents across Groupon’s ~300+ globally dispersed services. 

• Facilitating the coordination and resolution of Post Mortems through best practices, and overseeing Problem Management. 

• Dedicated project time to work on a number of interesting and engaging projects. 

• Working as part of the Incident Management team (Shift Monday-Friday with one weekend primary on-call every 10 weeks) 

 

We’re excited about you if you have: 

• 6+ years administering Linux system environments, as well as complete root cause analysis of site impacting issues. 

• 4+ years of experience creating unique Splunk or Kibana search queries to identify, resolve, and prevent incidents and outages, and have experience owning all impacting events until resolution; including coordination with Subject Matter Experts, triage tasks, creating all associated documentation, complete action items, and Post Mortem. 
• 6+ years experience with web applications operations and root cause analysis

• 6+ years of experience developing policies and procedures that improve overall production stability. 

• Good communication, consulting, and collaboration skills interfacing with senior leadership teams. 

• Experience with one or more programming languages (Python, Ruby, Java) is a plus

• A plus if you have a BS, MS or PhD in Computer Sciences or related fields. 

• A plus if you have designed and created tools to manage the site and services.

 

We value engineers who are: 

• Customer-focused: We believe that doing what’s right for the customer is ultimately what will drive our business forward. 

• Team players. You believe that more can be achieved together. You listen to feedback and also provide supportive feedback to help others grow/ improve. 

• Fast learners: We are willing to disrupt our existing business to trial new products and solutions. You love learning how to use new technologies and then rapidly apply them to new problems. 

• Pragmatic: We do things quickly to learn what our customers desire. You know when it’s appropriate to take shortcuts that don’t sacrifice quality or maintainability. 

• Owners: Engineers at Groupon know how to positively impact the business. Groupon’s purpose is to build strong communities through thriving small businesses. To learn more about the world’s largest local ecommerce marketplace, click here for the latest Groupon news. 

Groupon’s purpose is to build strong communities through thriving small businesses. To learn more about the world’s largest local ecommerce marketplace, click here. You can also find out more about us in the latest Groupon news as well as learning about our DEI approach. If all of this sounds like something that’s a great fit for you, then click apply and join us on a mission to become the ultimate destination for local experiences and services.

 

Groupon’s purpose is to build strong communities through thriving small businesses. To learn more about the world’s largest local e-commerce marketplace, click here. You can also find out more about us in the latest Groupon news as well as learning about our DEI approach. If all of this sounds like something that’s a great fit for you, then click apply and join us on a mission to become the ultimate destination for local experiences and services.

Beware of Recruitment Fraud: Groupon follows a merit-based recruitment process without charging job seekers any fees. We've noticed an increase in recruitment fraud, including fake job postings and fraudulent interviews and job offers aimed at stealing personal information or money. Be cautious of individuals falsely representing Groupon's Talent Acquisition team with fake job offers. If you encounter any suspicious job offers or interview calls demanding money, recognize these as scams. Groupon is not responsible for losses from such dealings. For legitimate job openings (and a sneak peek into life at Groupon), always check our official career website at grouponcareers.com.