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Hallmark Release and Support Engineer 1 in Kansas City, Missouri

Release and Support Engineer 1

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Date: Jun 16, 2021

Location: Kansas City, MO, US, 64108

Company: Hallmark

reqid: 90686


The Release and Support Engineer is responsible for executing the agile releases to launch the features built for the customers on the Omnichannel eCommerce website and is customer-obsessed in resolving issues for the customer in production. This position is responsible for ensuring Hallmark Digital applications operate efficiently and execute successfully to meet consumer and business needs. The qualified individual has a strong technical aptitude with exceptional verbal & written communication skills, an analytical skill set for problem solving and an excellent attitude.

Focus areas include, but are not limited to, integrated release engineering working with multiple agile scrum teams, supporting production issues providing incident, problem, change management and supporting service requests..


As a member of the Omnichannel and Consumer Engagement group you'll partner with a high functioning, high energy team of cross-functional disciplines that bring Hallmark.com and our Hallmark Gold Crown Omnichannel network to life for our consumers. With a consumer-first focus this group delivers impactful digital solutions that have a direct impact on consumer brand engagement and retention in the digital space, which results in revenue growth and brand relevance.


The Release and Support Engineer executes the release tasks during the release windows striking a good coordination with the offshore teams. They are expected to be quick learner building an end to end technical, consumer and business process knowledge. They lead through the release engineering process and troubleshoot production issues in a timely manner with a sense of urgency. The role also requires documentations supporting the processes & methodologies, metrics-based reporting and handling communication to different stakeholders in a timely and concise manner.

As a second level production support, they provide the initial technical troubleshooting of production problems with an end-to-end analysis of the applications, systems & data flows with suitable logs & alerts monitoring and identify the appropriate third level application support needed. They drive the triage/swat calls coordinating with multiple cross-functional teams, stakeholders, architects, external consultants & vendors, escalates as appropriate to ultimately diagnose and recommend the course of action within the service levels. They assume bottom-line ownership & responsibility until the problem is resolved for the customers, with suitable alternate workaround solution(tactical) or permanent solution to prevent further occurrence(strategic). They also provide proactive monitoring of the technical operations, reports, servers and applications to prevent or address any system and performance issues. They leverage tools to provide detailed issue tracking, root cause analysis and resolution, working closely with the TechOps, Delivery & Product managers and other support staff to provide an efficient support system .

The ideal candidate periodically reviews the release engineering & support operations and looks for improvements to the processes & the efficiencies to ensure we keep improving our customer experience and the digital solutions progressively.

The Release and Support Engineer must be comfortable working in a fast-paced agile shop supporting the website to provide an optimal consumer experience 24x7 participating in after-hours on-call rotation.

Interested? Follow the application instructions below to apply.


You must show how you meet the basic qualifications (listed below) in a resume or document you upload, or by completing the work experience and education application fields. Accepted file types are Microsoft Word (DOC or DOCX), PDF, HTML, or TXT.

In compliance with the Immigration Reform and Control Act of 1986, Hallmark Cards, Inc. and its subsidiary companies will hire only individuals lawfully authorized to work in the United States. Hallmark does not generally provide sponsorship for employment. Employment by Hallmark is contingent upon the signing of the Employment Agreement, signing of an agreement to arbitrate in connection with the Hallmark Dispute Resolution Program, completing Form I-9 Employment Eligibility Verification, passing the urinalysis drug screen, education verification and satisfactory reference and background checks.


The following is required to be considered for this role:

  • High school diploma, GED, or equivalent or higher

  • 2+ years of professional web development or IT experience.

  • 2+ years of experience supporting production site end-to-end in a production 24x7x365 technical operations environment.


Your resume will stand out if you have:

  • Conversant with ITIL incident, problem and change management processes.

  • Experience with Agile/Scrum methodologies and DevOps deployments in short sprints.

  • Has a strong inclination towards DevOps practices and constantly looks for opportunities to improve release engineering efficiencies.

  • Excellent communication and interpersonal skills required.

  • Strong technical troubleshooting, problem solving, and analytical ability to identify and solve complex technical user problems.

  • Experience working in a consumer facing ecommerce site would be an added plus.

  • Enthusiasm to learn quickly while transitioning developed applications into the support environment.

  • Development experience in any of the below skills : Demandware/SalesForce Commerce Cloud/Order Center, .NET, HTML/JS/CSS, SQL, SSIS/SSRS

  • Requires a high degree of energy and flexibility in adjusting to fast-paced environments with shifting workflows while juggling multiple priority incidents.

  • Technical documentation in a clear and concise manner and to be able to convey information appropriately for a variety of audiences

Hallmark believes in enriching the lives of our employees by offering benefit programs to help you:

  • Take care of you and yours: We offer comprehensive medical, dental and vision benefits, as well as discounts on elder care, child care, education assistance and adoption assistance.

  • Save for your future: Through profit sharing, you share in the success of Hallmark. We also offer a 4% match on 401(k) contributions.

  • Enjoy your time: Maximize your work-life balance through Paid Time Off (PTO), paid holidays, community volunteer opportunities and discounts on product, entertainment venues, amusement parks and sporting events.

  • And More! (Like an on-site cafeteria, free parking, access to Crown Center and a fitness center.)

Hallmark is an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, age, pregnancy, national origin, physical or mental disability, genetics, sexual orientation, gender identity, veteran status, or any other legally-protected status. Principals only please.

Nearest Major Market: Kansas City

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