System Engineer Technical Servicedesk

Analyze and resolve complex, disruptive technical issues and incidents

How do you make our customers happy?

Operating a retail tech platform is a huge responsibility. Hundreds of developers and engineers work around the clock to ensure bol remains the trusted, go-to platform for 13MM customers and 51K partner sellers. To optimize their experience, we run thousands of applications, conduct millions of network operations and process terabytes of data. Not once in a while, but every day. And all of these applications and processes need to be supported. Which is why we have a central

support team backed by subject matter experts in product teams. Care to team up? Apply your quick mind, hands-on approach, and endless curiosity so bol developers can continue deploying innovative products and services, and adding value for customers and partners, without a hitch!

What you’ll do as Systems Engineer Technical Service Desk

You are the first point of contact for 1,000 (!) bol developers whenever they experience issues with – or have questions about – the technical infrastructure. As such, you’ll leverage your affinity with code, as well as on-premise and cloud infrastructure to quickly assess and resolve issues. Given the breadth of our stack, you’ll handle a wide range of questions and requests. Some will be easy, but most will challenge you to dig deep into the subject. For instance, if our provisioning tool throws a cryptic error message, or to help a developer set up a non-standard application in Kubernetes so it complies with platform guidelines. And, as much as you may want to resolve every issue personally, you also know when to resist that urge. Whenever appropriate, you simply refer users to existing documentation and/or mobilize the expertise of our developer community. Find the right expert, explain the issue, and let them work their magic. No matter the escalation path, you continue to claim ownership of the issue and keep users posted on progress.

At bol, we use provisioning and Infrastructure as Code to provide a one-stop shop for our internal Technical Platform. This platform encompasses many technologies, and you need a working knowledge of all of them. While we don’t expect you to be a subject matter expert in everything, you must be able to resolve the most common issues. Does that mean a steep learning curve? Initially, yes, but the payoff is great because you and your support team colleagues will learn to tackle any issue with confidence. We expect you to be familiar with:

• Linux, Kubernetes, Puppet, and Terraform
• (Cloud) databases, such as Oracle, and Postgres
• At least one cloud environment, e.g., Google Cloud Platform, AWS, or Microsoft Azure
• Information security principles and CI/CD, preferably Gitlab
• Networking, including NAT, firewalls, basic routing, and load balancing
• Logging and monitoring tools such as Elastic and Prometheus
• Nice to haves include scripting languages, knowledge of automation tools, and
• Familiarity with incident management, ticketing systems, and relevant certifications (e.g., GCP Associate Cloud Engineer, Certified Kubernetes Administrator)

• • Why you can make a difference

    
    

    Because you quickly comprehend what’s bothering or holding developers back, love troubleshooting, and always get to the heart of problems. You proactively strive to achieve personal and team growth: helping colleagues, sharing insights, and boosting their skills come naturally to you. You are adept at setting up and maintaining processes that track problems and resolutions efficiently. You are a strong communicator, as evidenced by your interaction and clear documentation. And, given the occasionally hectic setting, you organize, prioritize, and schedule like a boss.

    3 reasons why this is (not) for you

    Pros

    • Big tech fan You enjoy discovering and learning about new technologies
    • People person You communicate openly and affably: devs know you have their best interest at heart
    • Avid sharer You make sure solutions are widely available to everyone

    Cons

    • Easy does it You prefer a super-stable setting over a more dynamic one
    • Single minded You want to highly specialize: learning about all sorts of tech, is not your thing
    • Ssssssh You aren’t looking forward to talking with developers directly

    This is where you’ll land

    
    

    At one of the best-known online retail tech platforms in the Netherlands and Belgium. A platform where 13.5 million customers can choose from over ~38 million articles. A platform that helps roughly 50,000 commercial partners run their businesses. And a platform that will never be ‘finished’ because bol has been reinventing retail since 1999, and we always will be. If there’s a better way to do something, we’re working on it! Together with our customers, partners, and over 2,800 colleagues.