Application Support Engineer

Yesway - Fort Worth, TX

Full-time - Mid Level

Fort Worth, TX

251-500 employees

Gasoline Stations and Fuel Dealers

About the position

Yesway is seeking an Application Support Engineer to join our Information Technology team. This full-time position is based in Fort Worth, Texas, and is crucial for maintaining and enhancing our Point of Sale (POS) systems and related applications. As an Application Support Engineer, you will be responsible for providing Tier II support to our store teams, ensuring that our POS environment operates smoothly and efficiently. You will monitor system performance, availability, and reliability, addressing any issues that arise promptly to minimize downtime and enhance user experience. In this role, you will also troubleshoot various store applications, including our rewards program, and engage in capacity planning and resource utilization monitoring. Your technical skills will be put to use as you create interfaces for current and new systems using PowerShell and SQL, facilitating data handling between Yesway and third-party systems. You will support applications that utilize API calls for data loading into our data warehouse, providing advanced troubleshooting and support as needed. The position requires independent judgment and creative problem-solving skills to identify and implement solutions that improve business processes. You will work with TLOG or general log data, manipulating it as necessary to support operational needs. On-call support will be part of your responsibilities, and you will handle escalations from the Tier I service desk. Additionally, you will be expected to understand and implement general configuration changes within our systems, ensuring that updates are made efficiently and effectively.

Responsibilities

• Provide support to the current POS environment.
• Handle Tier II tickets and work with store team members to resolve issues quickly.
• Monitor performance and ensure system availability and reliability of POS.
• Troubleshoot store applications such as the rewards program and monitor system resource utilization.
• Create interfaces for current and new systems utilizing PowerShell and SQL, including FTP and data handling between Yesway and third parties.
• Support various applications that pull data via API for loading into the data warehouse.
• Provide Level-2 and advanced tier two support and troubleshooting to resolve issues.
• Utilize independent judgment and analytical problem-solving skills to improve business processes.
• Work with TLOG or general log data and manipulate that data as needed.
• Provide on-call support and handle escalations from Tier I service desk.
• Understand general configuration changes and make updates as necessary.

Requirements

• Bachelor's Degree in MIS or 6 years of relevant experience.
• 3+ years of relevant work experience in large organizations in a support role, particularly in a tier II support organization.
• 3 years' experience with SQL, POS, and .NET.
• Experience in convenience stores or retail is required; fuel pump understanding is ideal.
• Understanding of APIs and troubleshooting capabilities.
• Hands-on experience as a technical support/application engineer.
• Comfortable writing scripts for production or store updates.
• Previous role as a tier II tech or application support with ERP understanding.
• Ability to solve complex and cross-functional problems.
• Ability to work independently with limited supervision.
• Comfortable working independently on projects and driving them to completion.
• Ability to work after hours and weekends as needed.
• Familiarity with ticketing systems such as Remedy or Service Now.
• Previous POS experience is essential.
• Strong analytical, technical, verbal, and written communication skills.
• Experience writing technical documents and software design documentation.
• Experience with data manipulation and visualization tools.

Nice-to-haves

• Proven understanding of database and analysis tools such as SQL and Excel.
• Demonstrable project management skills and experience creating APIs for various interfaces.