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Become part of the Converse Team

Converse is a place to explore potential, break barriers and push out the edges of what can be. The company looks for people who can grow, think, dream and create. Its culture thrives by embracing diversity and rewarding imagination. The brand seeks achievers, leaders and visionaries. At Converse, it’s about each person bringing skills and passion to a challenging and constantly evolving world to make things better as a team.

WHO YOU’LL WORK WITH

The Senior support delivery engineer is part of the Converse Technology Operations organization, specifically managing Enterprise Application Support delivery across all global geographies. You will collaborate with teams such as business operations, technology product, IT external partners, and Tech Ops peers supporting other applications.

WHO WE ARE LOOKING FOR

  • Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience

  • 5+ years experience in IT Service Management, Service Delivery or Application Support roles

  • Strong understanding of incident management and problem management processes

  • ITIL certification and demonstrated knowledge of ITIL practices

  • Expertise with workflow management tools (ServiceNow, Jira)

  • Experience with communication and collaboration tools (Slack, Confluence, Box)

  • Experience supporting SAP ERP, integration tools or similar applications preferred

  • Experience managing support delivery

  • Strong analytical and problem-solving skills, with the ability to analyze complex technical issues and develop effective solutions

  • Excellent communication and collaboration skills, with demonstrated ability to work with global teams and communicate technical issues to non-technical partners

  • Experience working with IT vendors and outsourced workforce

  • Experience with defining SLA and KPIs, establishing reporting and metrics analysis (knowledge of Splunk or Tableau a plus)

  • Open to growing and learning new tools or skillsets across the Converse technology landscape

WHAT YOU’LL WORK ON

As a Senior support delivery engineer, you are responsible for leading the delivery of support for Converse enterprise applications including incident management, problem management, regular service reviews of key performance indicators (KPIs) with product and support teams, continuous improvement, and communication with cross-functional stakeholders. This role will be the point of contact for all support activities related to our enterprise applications, working with a wide range of Converse Technology and business teams and ensuring continuity of our end-to-end Converse business operations through flawless Technology support and operations services.

  • Lead incident management and problem management processes, ensuring timely resolution (e.g. use of ServiceNow, After Action Reviews, adherence to SLAs, follow ITIL and Nike best practices)

  • Partner with the business to align on key business events and build support plans accordingly with extended teams across Nike and Converse technology (e.g. month end financial close, peak holiday moments, high heat product launches)

  • Collaborate with L1/L2 application support, product owners, order management, digital support teams to resolve complex incidents and restore end-to-end operational issues

  • Develop and maintain operational documentation for support processes via Confluence

  • Deliver monthly metrics and reporting on support performance

  • Collaborate with automation and observability teams to develop and implement process automations and monitoring/alerting for operational tasks

  • Coordinate and facilitate regular meetings between Product teams and Support teams

  • Assist with onboarding of new scope to Frontline L1/2 support

  • Communicate effectively with stakeholders regarding incident status, resolution, and improvement initiatives

  • Participate in on-call to support 24/7 operations as needed for critical escalations

  • Focus on continuous process improvement and innovation

Converse is more than a company; it’s a worldwide advocate for self-expression. This belief motivates our employees, permeates our working environment and inspires our products. No two of us look or think exactly alike. We are each one-of-a-kind. Individually and as a culture, we have the freedom to create and grow professionally. Generous benefits packages only sweeten the experience. From Boston to Shanghai, from Brand Design to Finance, Converse is a brand that celebrates the unique and creative people of the world. Together, we’re different.

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What You Can Expect

OUR HIRING GAME PLAN

01 Apply

Our teams are made up of diverse skillsets, knowledge bases, inputs, ideas and backgrounds. We want you to find your fit – review job descriptions, departments and teams to discover the role for you.

02 Meet a Recruiter or Take an Assessment

If selected for a corporate role, a recruiter will reach out to start your interview process and be your main contact throughout the process. For retail roles, you’ll complete an interactive assessment that includes a chat and quizzes and takes about 10-20 minutes to complete.  No matter the role, we want to learn about you – the whole you – so don’t shy away from how you approach world-class service and what makes you unique.

03 Interview

Go into this stage confident by doing your research, understanding what we are looking for and being prepared for questions that are set up to learn more about you, and your background.

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