Support Software Engineer

🤝 Engagement Type: Contract - USD

📍 Location: Remote - Argentina

🗣️ Advanced English skills is required

⌚US Central Time

This role supports Holley’s enterprise eCommerce web platform with a primary focus on responding to and resolving Halo/ITSM support tickets to keep SLA times within target. The Tier 1 contractor triages incoming tickets, troubleshoots and resolves website issues, and collaborates with the in-house engineering team to prevent recurrence and provide solutions. As a secondary responsibility, the contractor contributes to feature development, bug fixes, and platform enhancements as capacity allows, working within the team’s SAFe Agile delivery practices.

Key Responsibilities:

Tier 1 Support & SLA Management (Primary Responsibility)

• Tier 1 support - monitor, triage, and respond to incoming Halo/ITSM support tickets related to the eCommerce Web Platform, ensuring SLA response and resolution targets are consistently met.

• Investigate, diagnose, and resolve front-end and back-end issues reported through Halo, escalating to senior engineers when scope or risk requires it.

• Maintain accurate ticket records, document root causes and resolutions, and identify recurring issues for permanent fixes or process improvements.

• Communicate ticket status, progress, and outcomes clearly to requesters and internal stakeholders during US Central business-hours.

• Partner with IT and platform owners to track SLA performance and contribute to continuous improvement of support workflows.

• Create Jira tickets for issues or enhancements that require formal SDLC work, ensuring requirements, context, and reproduction steps are captured for the development team.

Web Platform Development & Enhancements (Secondary Responsibility)

• Contribute to website development and enhancements on assigned features and bug fixes when support workload allows, meeting functional, performance, and quality expectations.

• Maintain and enhance website architecture by implementing solutions aligned with established architectural patterns.

• Implement responsive design principles to ensure the website functions seamlessly across various devices and browsers.

• Develop server-side logic, manage database integrations, and ensure high performance and responsiveness to requests from the front end.

• Participate in peer code reviews to validate code changes for quality, maintainability, and adherence to best practices.

• Actively participate in change management practices in alignment with company policies.

Scaled Agile Methodology

• Participate in SAFe Agile practices and ceremonies, including sprint planning, daily stand-ups, and retrospectives.

• Collaborate with cross-functional teams to ensure continuous delivery and integration.

• Contribute to continuous team delivery practices.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Web Development, Software Engineering, or a related field.

• 2+ years of experience delivering production-grade software in a team-based environment.

• Hands-on experience working tickets in an ITSM platform (Halo ITSM, ServiceNow, Jira Service Management, Zendesk, or similar), including triage, prioritization, and resolution against defined SLAs.

• Proven troubleshooting and root-cause analysis skills on web applications.

• Strong communication and collaboration skills with English fluency (written and verbal).

• Ability to overlap a full workday with US Central Time business hours.

• Strong experience with back-end technologies, PHP.

• Knowledge in Python or Node.js

• Experience with front-end technologies such as HTML, CSS, and JavaScript.

• Excellent problem-solving skills and attention to detail.

• Familiarity with SEO best practices and web analytics tools.

• Experience with eCommerce platforms is preferred.

• Experience with Agile or SAFe Agile methodologies is a plus