Support - SLS Engineer (Java)

How you will make an impact?

You will contribute to the success of METRO’s global Management System, by helping unify and streamline the development of own brand products and quality assurance processes across all entities—from corporate headquarters and trading offices to countries and stores. By replacing fragmented, manual workflows with a scalable, integrated platform, this will enable better collaboration, optimized resource usage, and consistent product and service quality—safeguarding customer trust and METRO’s brand integrity.
 

About the Role

We are seeking a skilled and detail-oriented SLS Engineer to provide second-line support for our cloud-based, microservices Java applications built on REST APIs, Camunda BPM, and MongoDB (NoSQL), running in Google Cloud Platform (GCP).

The SLS Engineer works closely with First Level Support (L1), who performs the initial triage, filtering out false issues and user knowledge gaps. Once L1 escalates genuine incidents or service requests, the SLS Engineer takes ownership — diagnosing issues, applying data fixes, executing scripts, and coordinating with development when code-level changes are required.

This role bridges operations and engineering, ensuring fast and reliable resolution of issues while keeping stakeholders informed.

Key Responsibilities

• Act as second-line support for incidents and service requests escalated from L1 support.
• Collaborate with end users, L1 support, dev team and PM to reproduce and perform root cause analysis of production issues in microservices, Camunda BPM workflows, MongoDB, and cloud services.
• Apply data fixes directly in MongoDB (and relational systems like PostgreSQL).
• Execute and manage existing scripts to fulfill service requests and address known issues.
• Develop new scripts (MongoDB queries, Shell, Python, or similar) when automation or additional fixes are needed.
• Identify defects requiring code changes; raise detailed bug reports for the development team and track them through completion.
• Collaborate with L1 support to improve triage efficiency and reduce unnecessary escalations.
• Ensure timely updates to stakeholders on tickets.
• Maintain documentation of recurring issues, fixes, and workarounds to enhance the knowledge base.