Development Support Engineer (Birmingham)

Job Profile

We are looking for a proactive and technically skilled Retail Systems Support Engineer to join our dynamic IT team, supporting mission-critical retail applications across the UK and US. This is a hands-on support role focused on improving system stability, resolving complex issues, and enhancing the end-user experience for both business users and technical stakeholders. You’ll work closely with IT teams in both regions, building strong relationships and contributing to a high-performing support environment for online trading and retail systems.

Responsibilities

• Collaborate with UK and US-based IT teams, building trusted relationships while discussing technical details and driving system stability.
• Act as a key liaison for business users, resolving production issues efficiently and reinforcing rapport with retail teams.
• Triage and resolve third-line support tickets, applying expert-level diagnosis and technical insight.
• Support and maintain critical integration layers across online trading platforms.
• Lead root cause analysis to identify and prevent recurring system issues.
• Continuously monitor systems to identify vulnerabilities and proactively deliver improvements.
• Keep system documentation up-to-date, including data flows and data formats.
• Ensure all fixes are appropriately handed over to 1st and 2nd line teams with clear instructions and documentation.
• Drive compliance by ensuring all changes align with PCI-DSS and SOX standards.
• Take a hands-on approach to problem-solving—jumping in to help, even outside your core area of expertise.
• Contribute to ongoing service improvement and support operations for packaged solutions such as PIM, PPD, and Commerce Cloud tools like Hybris and IBM Sterling.

Skills & Experience

• Proven experience supporting retail systems, with solid understanding of pricing, stock, and sales processes.
• Strong technical expertise in Microsoft technologies including MS Azure and AWS MQ.
• Skilled in scripting and automation using .NET, Python, and Java.
• Hands-on experience with AWS, particularly Lambda, ECS, and MQ.
• Familiarity with monitoring tools and a successful track record in optimising system performance.
• Background in supporting packaged retail solutions including Product Information Management (PIM), Pick-Pack-Dispatch (PPD), Hybris, and IBM Sterling.
• Excellent analytical and communication skills with the ability to work independently and cross-functionally.
• Highly motivated self-starter with a “can-do” attitude and the confidence to contribute to areas outside core responsibilities when needed.