Summary

We are seeking a proactive Systems Operations Support Analyst to support our fulfillment platform and operational systems during off-hours. This role is responsible for monitoring production systems, investigating incidents, troubleshooting operational issues, and ensuring fulfillment operations continue running smoothly.

Job Overview

• Job type: Part time
• Work setting: Work from home
• Location: Remote (May require US work authorization)
• Salary: $85,000 – $100,000
• Employer: Hungryroot

Responsibilities

Production Support & Monitoring

• Off-hours coverage: Serve as the primary on-call resource to monitor and maintain the health of our fulfillment operations platform and related integrations during scheduled off-hours
• Monitor the health of fulfillment systems, integrations, and operational workflows during scheduled on-call hours.
• Respond to production alerts and operational support requests with urgency.
• Identify, triage, troubleshoot, and resolve production issues using established runbooks.

Incident Investigation

• Investigate issues across application logs, databases, APIs, and code to determine root cause.
• Perform debugging and log analysis to quickly isolate failures.
• Document findings and resolutions to improve future incident response.

Escalation Management

• Independently resolve low-to-medium complexity incidents.
• Escalate high-severity issues to the Sr. Manager of Fulfillment Systems when appropriate, providing:
  • issue summary
  • impact assessment
  • root cause (if known)
  • troubleshooting performed
  • recommended next steps

Engineering Support

• Develop and maintain small Python scripts and automation tools.
• Support low-risk enhancements and bug fixes within fulfillment applications.
• Perform routine system maintenance, cleanup, and technical debt work.

Continuous Improvement

• • Improve operational runbooks and support documentation.
  • Identify recurring operational issues and recommend long-term fixes.
  • Partner with engineering teams to improve system reliability and monitoring.

Requirements

• 2+ years of experience in software engineering or systems support (WMS/OMS etc)
• Experience supporting fulfillment, warehouse, & supply chain systems and processes
• Intermediate Python proficiency
• Intermediate SQL skills for investigation and data analysis
• Experience working with JSON APIs
• Experience troubleshooting production applications
• Ability to investigate issues using logs, databases, and application code
• Strong analytical and critical-thinking skills
• Excellent written and verbal English communication
• Experience using Jira, Confluence, or similar collaboration tools

Nice to Haves

• Experience with Docker
• Experience with monitoring and alerting platforms
• Familiarity with CI/CD pipelines
• Experience with AI-assisted development tools (Claude, Cursor, GitHub Copilot, etc.)

Perks & Benefits 

• Remote-first: work from home, work from our NYC office, work from anywhere in the U.S. – you decide!
• Equity
• Unlimited vacation policy
• Universal paid parental leave
• Monthly Hungryroot credit for delicious, healthy groceries
• Comprehensive health, vision, dental, and life insurance
• 401k with Company Match
• A work from home stipend to support your initial home-office setup

Expected Pay Range
$85,000 – $100,000

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