Digital Customer Experience Reliability Engineering & Support at Best Buy in Richfield, Minnesota

Job Description:

We believe that our company’s success depends on the passion and creativity of our amazing employees. To create environments in which our people can fully thrive, we turn to our guiding behaviors: Be human. Make it real. Think about tomorrow. These set the tone for Best Buy, along with our Rallying Cry: Let’s talk about what’s possible. Our supportive leaders collaborate with their teams through ongoing feedback and two-way dialogue to maintain a culture continual learning. All these factors combine to create an unbeatable experience for both customers and employees. If you like to have fun while you work, build confidence and grow your career, you’ll fit right in.

Our team is seeking innovative and technically curious Engineers who want to make a huge impact on the digital evolution, building key technology initiatives that deliver seamless customer experiences. A career with the digital technology team offers the opportunity to apply your talents and creative energy to deliver seamless customer experiences at one of the top 10 e-commerce sites in North America.

What you will do:
Engineering

• While this role is similar to a Site Reliability Engineer (SRE), you will have more opportunities to tackle critical internal and external customer experience concerns, while improving the reliability of hundreds of applications through collaborating with our product, infrastructure and database teams.


• You will work across more departments and teams than a traditional software engineer and need to be able to zoom in on any particular application or feature and then see how that application or feature might affect the reliability of other applications and our overall customer experiences. You will dig into the technical details of new technology initiatives and major features ensuring the solution responds to non-functional requirements such as availability, stability, performance, fault tolerance and reliability. You will be a Champion for high availability for critical systems, and systematically root out single points of failure, influencing engineering teams across Best Buy with a customer obsessed focus. You can think of yourself as a guardian of both the internal and external customer experience.


• You will get to leverage the latest technology, AI and analytics to improve our team efficiency through world-class team practices, tools, and automation. You will contribute to scaling up our data and analytics and AI capabilities and maximize the benefits of our monitoring tools by developing, contributing to and maintaining methods of visualizing data to predict failures, support quick detection, diagnosis and resolution of customer impacting issues using data collected via our vast monitoring toolset.

• You will share support responsibilities for mission-critical applications and customer experiences for a portfolio of web applications and services, including applications used by internal business teams to build and optimize experiences that engage our customers and provide a seamless customer experience on BestBuy.com.


• You will get to jump in and lead incident response for production incidents; performing advanced troubleshooting in mission-critical systems to resolve production incidents and systematically drive down detection and resolution times. You will collaboratively perform blameless post-mortems.


• Our team takes pride in the world class application support we deliver through our evolving world-class team practices, tools, and automation.


• Ideal candidates will have a broad understanding of web technologies, e-commerce applications, monitoring, and be comfortable performing qualitative analysis on various types of data.

• You thrive working in a fast-paced, dynamic, ambiguous environment


• Analyzing, troubleshooting and diagnosing complex technical issues fascinates you


• You enjoy a job that is constantly evolving with new challenges and learning opportunities


• You dislike seeing issues happen more than once


• You are a driver—you see what needs to be done and take action.


• You draw passion from creative problem solving, leveraging automation and the latest technology


• You strive to be a “Zen Master” in crisis management, balancing judgment with courage to diagnose and resolve production problems


• You are positive and optimistic. Setbacks and constraints motivate you to work harder.


• You are a self-starter and self-directed. Your curiosity drives you to you jump in, ask questions and learn


• You are enthusiastic and excited about technology and learning.


• You understand the human aspects of building great software and customer experiences.


• You strive to constantly improve yourself

• 3 years of related experience such as: monitoring, performance engineering, application support, development, network, database, etc. Preference for application support experience.


• Experience in one or more of the following skill sets: front end development (HTML/CSS/JS), back-end development (Ruby, Java, Python), system administration (Linux, IIS), software development lifecycle, monitoring tools (Dynatrace, Catchpoint, Splunk, Sensu, Graphite, Grafana).


• Experience or willingness to be in a tier 2 support on-call rotation

• 2+ years experience with one or more of the following web / application monitoring tools - Splunk, Dynatrace, Catchpoint, Blue Triangle, Grafana, Graphite and Kibana (preference for Dynatrace, Splunk and Kibana.)


• 2+ years of experience with cloud platforms like AWS, Azure, Google Cloud Platform and OpenShift (preference for AWS and OpenShift)


• 2+ years’ experience with front end technologies like JavaScript, node.js, CSS and/or back end technologies like Java, Groovy, Spring, Oracle, Cassandra, Node.JS or React, Ruby, Python etc.


• Experience with CDNs such as Akamai


• Experience with artificial intelligence / machine learning


• Knowledge of and working experience with open-source software (Apache, Tomcat, Memcached, etc.) as well as networks, security, firewalls, load balancers, DNS, and other infrastructure components


• Experience using modern engineering concepts and technologies including Microservices