Senior Engineer- Escalation Engineering

Job Description

Publix Super Markets, Inc., the largest employee-owned company in the U.S., is driven by a dynamic technology team of 2,300 professionals delivering innovative solutions to 1,400 stores and 200,000 associates across 8 states.

From IT security and platform engineering to architecture, software development, and infrastructure, we offer career opportunities at every level---internships through technical leadership.

Join a company consistently ranked among Fortune's "100 Best Companies to Work For" and help us build more than great subs---build the future of technology at Publix.

**Join the Infrastructure Escalation Engineering team! As a Senior Engineer, you will be responsible for supporting the platform and providing support for our internal business customers. We support multiple technologies, including Windows Server operating systems, Red Hat Linux, ESX, and Hyper-V. We are currently working on efforts to automate problem resolution and prevention to maintain a smoothly operating infrastructure. We need engineers who enjoy solving puzzles while providing premier customer service.**  

**Location: Hybrid (Lakeland, FL)
Work Model:** Enjoy the best of both worlds---collaborate in person and innovate remotely.

**Why Join Us?**

* **Hybrid Flexibility:**Work remotely when you need focus time and join us onsite for high-impact collaboration and brainstorming sessions.
* **Operational Efficiency:**Ensure technology solutions support efficient workflows and enable automation to improve operational effectiveness.
* **Empowered Culture:**We value autonomy, creativity, and continuous learning---your ideas shape the future of technology in our organization.

**Your Impact**

* Use your expertise in analytical triage to provide subject matter expertise in debugging and troubleshooting RHEV/RHEL, ESX, and Windows platforms issues as well as hardware issues.
* Analyze problem and incident metrics to identify recurring trends, gaps in monitoring, and opportunities to eliminate toil.
* Lead efforts to automate problem resolution and prevention using tools like ansible, PowerShell, and SCCM (System Center Configuration Manager) to reduce toil and unnecessary incidents.
* Participate in weeklong on-call rotation to provide after-hours support.
* Responsible for coordinating and running meetings to quickly restore service to the business, including working with business and technical users to perform root cause analysis and provide recommendations to prevent recurring issues.
* Own opening and maintaining support cases with vendors like Microsoft, Broadcom (VMware), and HPE
* Mentor others in our org as well as our technical call center by maintaining procedures, training materials, and general guidance for various application and infrastructure support teams, furthering the Infrastructure Escalation Engineering mission of increased uptimes on the systems that we support.
* Provide clear communications for the business and leadership for debrief operations as well as steps to resolve ongoing issues.

* Bachelor's degree in computer science or analytical discipline, or equivalent experience
* 2 years of experience with automation technology like ansible, terraform, or similar technologies.
* 2 years of experience supporting and troubleshooting Windows Server and Red Hat Enterprise Linux
* 2 years of experience supporting/troubleshooting Broadcom (VMware) platforms including the VCF stack.
* 2 years of experience supporting ESXi and Hyper-V virtual machines.
* 2 years of experience troubleshooting server hardware (we use HPE and Dell hardware)
* Experience resolving issues within pre-defined SLAs (Service Level Agreement)
* Participate in an on-call rotation.
* Experience troubleshooting virtual and/or physical Windows Clusters
* Experience troubleshooting TCP/IP networking including SSH and TLS interfaces.