Digital Support Engineer (Remote)

WHO WE ARE

The Digital Center of Excellence (DCOE) is the organization within Hallmark Technology that is responsible for:

• Building a world-class, consumer-focused caring platform that enables Hallmark’s lines of business (LOB) across the enterprise (Crayola, Crown Media, Hallmark Global) to accelerate their direct-to-consumer product strategies
• Developing a Cloud-first, multi-tenant digital platform that provides capabilities and services, such as a unified Hallmark Profile, Product Recommendations, Global Payment services, etc.
• Building, securing and operating digital consumer products for Hallmark’s LOBs
• Scaling development capabilities to build for Hallmark’s future

As a member of the DCOE group you'll partner with high functioning, high energy teams of cross-functional disciplines that bring products like Hallmark.com and our Hallmark Gold Crown Omnichannel network to life for our consumers. With a consumer-first focus this group delivers impactful digital solutions that have a direct impact on consumer brand engagement and retention in the digital space, which results in revenue growth and brand relevance.

WHAT YOUR ROLE ENTAILS AND HOW YOU'LL CONTRIBUTE

The Digital Support Engineer is customer obsessed and is responsible for resolving customer issues on the Omni channel eCommerce website and executing the agile releases to launch the features built for the customers.

Focus areas include, but are not limited to:

• Integrated release engineering working with multiple agile scrum teams
• Supporting production issues providing incident, problem, change management and supporting service requests

As a Support Engineer, you’ll execute the release tasks during the release window striking a good coordination with the offshore teams. Your end to end technical, consumer and business process knowledge will be leveraged to lead through the release engineering process and troubleshoot production issues in a timely manner with a sense of urgency. The role also requires developing documentation supporting the processes & methodologies in line with the service standards, producing metrics-based reports periodically and handling communication to different stakeholders in a timely and concise manner.

You’ll provide the first technical troubleshooting of production problems, driving the triage/swat calls coordinating with multiple cross-functional teams, stakeholders, architects, external consultants & vendors, escalating as appropriate to ultimately diagnose and recommend the course of action or identify alternate solutions, assuming bottom-line ownership until the problem is resolved within the service levels.

Additional responsibilities include:

• Proactive monitoring of the technical operations, reports, servers, and applications to prevent or address system and performance issues
• Working with tools to provide detailed issue tracking, root cause analysis and resolution
• Working closely with the TechOps, Delivery & Product managers and other support staff.

The ideal candidate periodically reviews the technical operations and constantly looks for improvements to the processes and the efficiencies to ensure we keep improving our customer experience and the digital solutions progressively. You must be comfortable working in a fast-paced agile shop supporting the website to provide an optimal consumer experience 24x7 participating in after-hours on-call rotation.

BASIC QUALIFICATIONS

The following is required to be considered for this role:

• At least 5 years of professional web development or IT experience
• At least 2 years of experience supporting production site end-to-end in a production 24x7x365 technical operations/ site reliability environment

PREFERRED QUALIFICATIONS

Your resume application will stand out if you have:

• Conversant with ITIL incident, problem and change management processes
• Experience with Agile/Scrum methodologies and DevOps deployments in short sprints
• Excellent communication and interpersonal skills required
• Strong technical troubleshooting, problem solving, and analytical ability to identify and solve complex technical user problem Experience working in a consumer facing ecommerce site would be an added plus
• Enthusiasm to learn quickly while transitioning developed applications into the support environment
• Development experience in any of the below skills: Demandware/Salesforce Commerce Cloud/Order Center, .NET, HTML/JS/CSS, SQL, SSIS/SSRS
• High degree of energy and flexibility in adjusting to fast-paced environments with shifting workflows while juggling multiple priority incidents
• Technical documentation in a clear and concise manner and to be able to convey information appropriately for a variety of audiences

ADDITIONAL DETAILS

• The salary range for this job is between $80,000 and $110,000. Salary will take into consideration several factors including location.

Now’s your chance to embrace a future with Hallmark—just follow the instructions below to apply.

You must show how you meet the basic qualifications in a resume or document you upload, or by completing the work experience and education application fields. Accepted file types are DOCX and PDF.

In compliance with the Immigration Reform and Control Act of 1986, Hallmark Cards, Inc. and its subsidiary companies will hire only individuals lawfully authorized to work in the United States. Hallmark does not generally provide sponsorship for employment.

Employment by Hallmark is contingent upon the signing of the Employment Agreement, signing of an agreement to arbitrate in connection with the Hallmark Dispute Resolution Program, completing Form I-9 Employment Eligibility Verification, passing the urinalysis drug screen, education verification and satisfactory reference and background checks.

Hallmark is an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, age, pregnancy, national origin, physical or mental disability, genetics, sexual orientation, gender identity, veteran status, or any other legally-protected status. Principals only please.

HALLMARK – Because Connecting With Each Other Has Never Been More Important

For more than a century, Hallmark has been bringing people together and improving the relationships that matter most. That’s why millions of people all over the world connect with the Hallmark brand. It has always been a mission so much bigger than any one of us who work here.

Today, we need empathetic learners, strategic thinkers, and enthusiastic visionaries with diverse experiences and skills to help us create the rest of Hallmark’s second century as we shift to a more digitally savvy, unified approach that combines the best of brick-and-mortar retail with the efficiency of dot-com spaces. Help us imagine what our next hundred years could look like!

When you join Hallmark, we will go out of our way to make you feel like part of the team. In the day-to-day, we’ll make the best use of the skills and talents you already have. We’ll also give you leadership opportunities and show you multiple potential pathways to future success.

Our culture of care for our consumers and for one another shows in the way we embrace different backgrounds, identities, and working styles, deliberately seeking out ways to be more inclusive both internally among our work groups and externally through the things we make and sell to our retail partners and consumers. We believe that a broadly inclusive, equitable approach is also our best path to future success. We’re seeking out those who can bring a fresh perspective to our business and would love your input as someone new to our team! We can only change and grow when we intentionally include new perspectives–like yours.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)