Senior Support Engineer – PDI (L3)

Role Summary

L3 SME responsible for advanced production support, defect resolution, and engineering-level fixes across the PDI technology stack (ERP, POS integrations, fuel, logistics, back-office). Owns escalations, RCA, vendor coordination, and platform stability within the EGA Managed Services model.

Key Responsibilities (L3)

Act as final escalation (L3) for PDI production issues.
Perform deep RCA across application, integration, data, and batch failures.
Debug and implement code/config/data fixes for PDI modules.
Support patches, upgrades, and environment changes (impact + validation).
Troubleshoot integrations: POS, fuel systems, payments, loyalty, logistics.
Coordinate with PDI vendor support for product defects and fixes.
Maintain L3 SOPs/runbooks and enable KT to L2 teams.
Ensure SLA/KPI adherence and support service governance.

Must Have one or more

PDI Client (BOS) – PDI Enterprise Store System – PDI
PDI Commerce API – Integration between POS & back office system – PDI
PDI Enterprise (HOS) – PDI Enterprise HO system – PDI
PDI Enterprise Web – PDI web client – COTS
PDI FocalPoint – PDI reporting tool – COTS
PDI Handheld – PDI store level item management – PDI
PDI MarketLink – PDI tobacco reporting tool – COTS
PDI RSM – Supporting handheld – PDI

Required Skills

Strong hands-on experience with PDI Enterprise / Fuel / Logistics platforms.
Deep understanding of c-store / fuel retail operations.
Strong SQL, batch processing, data reconciliation skills.
Experience in ITIL-based Managed Services (L3) environments.
Proven vendor escalation & production support capability.

Experience

8–12+ years in PDI application support / engineering roles.
Experience supporting large retail / fuel estates preferred.

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