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Hallmark Cards · 1 day ago

Software Engineering Manager- D2C Support (remote)

United States

Full-time

Remote

Director/Executive

$125K/yr - $160K/yr

10+ years exp

Hallmark Cards is a company focused on creating a consumer-centered caring platform. The Software Engineering Manager for D2C Support will provide technical leadership to manage and improve Hallmark’s Direct-to-Consumer ecosystem, ensuring effective resolution of issues and maintaining high-quality application services.

BooksE-CommerceGift CardMedia and EntertainmentSubscription Service

No H1B

Responsibilities

Lead a team of support analysts to resolve D2C issues and maintain application services across APIs, front-end, and back-end systems

Oversee incident and problem resolution, ensuring effective communication with stakeholders and timely restoration of service

Manage code deployments, configurations, and system monitoring; implement best practices for observability and cost optimization

Build and maintain a healthy support backlog and roadmap; provide regular KPI reporting and insights to improve customer satisfaction and product quality

Participate in on-call rotations to ensure 24/7 system availability and troubleshoot production outages using logs, metrics, and APM tools

Standardize monitoring tools (e.g., Datadog) across teams to improve visibility and reduce noise. Identify and implement strategies to optimize Observability costs

Document workflows, handoffs, and resolutions; ensure documentation remains accurate and up to date

Drive continuous improvement in systems, processes, and quality to meet evolving business needs

Collaborate on testing, implementation, and support for complex solutions and subsequent releases

Qualification

D2C business processesObservability toolsIncident managementAPI managementFull stack observabilityData analysisSQL proficiencyPerformance tuningAutomation expertiseCloud technologiesProgramming languagesStakeholder managementAgile methodologiesDevOps practicesMessaging systemsBuild toolsData governanceLeadership skills

Required

Bachelor's degree or 4 years of professional experience

At least 4 years of experience managing others and at least 10 years of software engineering experience

At least 8 years of experience leading D2C support platforms (Ecommerce, Mobile app, Fulfillment, Marketing & Loyalty) supporting incident management, problem identification and resolution

Experience managing, monitoring and supporting API and batch jobs and turning their performance

At least 10 years of Change/Incident management and resolution experience

At least 8 years of experience in data analysis, spotting issues with data

Experience in SQL including handling data inquiries in relational, object-based databases

At least 8 years' experience in full stack observability across Data applications in SAAS, hybrid cloud, on-prem

At least 10 years of experience partnering with cross function IT, product, business and DevOps teams to proactively identify issues, come up with optimizations and track it to closure

At least 8 years of experience in system monitoring, incident management, and performance tuning tools

At least 8 years of experience working with agile methodologies and DevOps practices for continuous integration and delivery

Expertise in D2C business processes and ability to navigate bugs and enhancements

Strong leadership, stakeholder management, and mentoring skills

Experience with observability tools, incident management, and continuous engineering practices

Preferred

Should be a process-oriented individual, with strong business and technical acumen

Should be able to constantly look for opportunities to automate recursive issues and reduce manual

Strong expertise and hands-on experience with enterprise observability systems, preferably datadog (others, Dynatrace, splunk)

Experience working in salesforce commerce, service and marketing cloud SAAS platforms

Knowledge of specific applications, technology platforms, programming languages, systems, or business segments

Retail D2C SME experience supporting omnichannel

Performance Optimization: Experience in analyzing and improving website page speed performance, including identifying bottlenecks and implementing best practices

Troubleshooting & Root Cause Analysis: Strong skills in diagnosing issues across applications, infrastructure, and integrations

Automation Expertise: Ability to automate repetitive tasks using tools such as Datadog, Splunk, or similar monitoring and observability platforms

Should have hands on experience in writing and analyzing SQL queries, stored procedures on RDBMS, Preferred Teradata, AWS RDS (MySQL, PostgreSQL, SQL Server, Oracle, Aurora)

Awareness of MarTech functions and an understanding of data flow, source and destination functions, persona & journey building, targeting, segmentation, email marketing

Experience with Open Source tools and frameworks

Experience with cloud technologies, such as AWS, Azure, or GCP, preferred AWS

Support experience with ETL pipelines, Integrations, Performance tuning

Strong understanding of SOA and/or Open API methodologies and service architectures

Experience using web servers, application containers, caching technologies

Should be able to understand and analyze programming languages, preferably SpringBoot, Golang, .net, Python

Experience with messaging systems (i.e., MQ and JMS)

Experience with build tools, such as Git, Maven, and Jenkins

Proven ability to write comprehensive unit and integration tests

Familiarity with agile methodologies and devops practices for continuous integration and delivery. (preferred JIRA, confluence and Gitlab experience)

Should be aware of data governance and data privacy best practices