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Lead Operations Support Engineer - US Remote

Date:  Sep 3, 2021

Waltham, MA, US, 02451

Company:  Vistaprint

Who We Are:

Vistaprint is the industry leader in personalized physical and digital products. We empower over 17 million global customers to make an impression – and we’re fueled by forward-thinking and innovative technology. We encourage our engineers to think like owners – to continue to act small as we grow. Every team builds their own roadmaps, and chooses the programming languages and technologies that suit them best. This helps us have a big impact at the enterprise level, while still feeling small and nimble.


Just last year, Vistaprint generated $1.508B in revenue through customized print products, signage, apparel, websites and more.

At Vistaprint, we believe that everything we do has a lasting impact on our customers and on each other. It begins and ends with a passion for helping our customers succeed. To give them our best, we empower our team with the autonomy they need to make smarter decisions and pursue higher value. We thrive on exploration, collaboration, and helping every customer grow their business beyond imagination.


What You Will Do:

The Order Management Tribe at Vistaprint creates and operates our world class e-commerce platform which includes the shopping cart, payment and checkout experiences as well as the order and fulfillment processing for over $1 billion worth of orders placed by millions of customers around the world. Engineering at Vistaprint is fast-paced and highly collaborative where we encourage feedback from all aspects of the business.

In this role, you will:

  • Triage and diagnose production issues to either resolution or escalation to development squads.
  • Maintain system health by applying occasional updates and assisting platform users.
  • Define and monitor KPIs for your team and use them to prioritize work and iteratively improve how the team functions.
  • Support compliance with public and private regulatory bodies and our fraud detection, analysis, and prevention efforts.
  • Identify ways to address problems at the source with technology or process changes and advocate with stakeholders to drive them to completion.
  • Monitor ongoing performance of features at launch and act as point of contact for any questions, concerns, or suggestions.
  • Prepare reports and analysis for existing products to measure success (quantitative, qualitative, financial, and functional) and assist in determining potential areas for improvement and growth.
  • Create and curate documentation for platform users, other engineers, and business owners.
  • Be a contact for other teams by answering technology questions and supporting multiple cross-functional project teams.


Your Qualifications:

At Vistaprint, we value the experiences that individual team members add to our culture. Please don't hesitate to apply even if you don't meet the exact qualifications, we look forward to learning more about you!

  • 4-8 years of experience in a similar position
  • Leadership skills – ability to lead a team of operational support engineers through day-to-day issues and on larger projects.
  • Organizational skills—specifically, understand prioritization and how to advocate for work so that time is spent delivering the most valuable items.
  • Ability to learn systems and technologies very quickly. Know a little about a lot, but know a lot where it counts. Invest your learning time wisely.
  • Ability to adapt and take on new responsibilities as well as always look for how to improve on the existing “way we do things”.
  • Knowledge of, and ability to, work with relational databases and SQL strongly desired.
  • Ability to perform both as an individual contributor and as part of a team.
  • Ability to communicate with non-technical business partners and keep them informed.
  • Strong problem-solving skills


Nice to Have:

  • Knowledge of an object-oriented programming language
  • Knowledge of Git, other source control technologies
  • Knowledge of Looker or other data visualization technologies
  • Knowledge of Optimizely or other testing frameworks

Why You'll Love Working Here:

Being at Vistaprint means that you don’t see work as just a building, a desk or a manufacturing floor. You see it as a chance to take a step forward in your career journey – and your life. We strive to give you everything you need to learn, grow, and succeed. Through innovation, collaboration, and perpetual exposure to what’s next, we’re always pushing boundaries and broadening our horizons. We embrace the chance to operate outside of our comfort zone to discover what we’re capable of. Some might call that a challenge; we just call it another great day at work.


Vistaprint has received numerous recognitions including a perfect score of 100 on the Human Rights Campaign Foundation’s 2021 Corporate Equality Index (CEI) naming us a Best Places to Work for LGBTQ Equality. We also earned a place as one of the best remote-first workplaces in the U.S. and on the Boston Best Places to Work list from Built In. In addition, Vistaprint’s CEO, Robert Keane, was recently honored with Comparably’s Best CEOs award, listing him among the top CEOs according to employees. Vistaprint offers numerous support systems including Employee Resource Groups like Pride, Mosaic, and Women in Technology, and special interests communities to foster awareness, respect, and inclusion within the workplace.


We're Remote-First:

In 2020, Vistaprint adopted a Remote-First operating model and culture. We heard from our team members that having the freedom, autonomy and trust in each other to work from home and, the ability to operate when they are most productive, empowers them to be their best. Vistaprint also provides collaboration spaces for team members to work physically together when it's safe to do so and when in-person collaboration will deliver the best results. Currently we are enabled to hire remote team members in over 30 US States as well as several countries in Europe, including Spain, Germany, UK, Czech Republic, the Netherlands and Switzerland.


About Us:

As an e-commerce powerhouse, Vistaprint creates customer value (and delight) through accessible, cutting-edge technology. We are the marketing partner to millions of small businesses around the world. For more than 20 years, we have helped small businesses look and feel credible through high-quality marketing products and solutions that include signage, logo apparel, promotional products, face masks, flyers, postcards, business cards, websites and digital marketing. With Vistaprint, small businesses are able to create and customize their marketing with easy-to-use digital tools and design-templates, or by receiving expert graphic design support. In 2020, Vistaprint acquired 99designs to expand its design offering via a worldwide community of more than 150,000 talented designers to make it easy for designers and clients to work together to create designs they love. Vistaprint is focused on making great marketing and design accessible to every small business owner, allowing them to create a cohesive brand image for use in-store, online and on-the-go.


Equal Opportunity Employer:

Vistaprint, a Cimpress company, is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, sex, national or ethnic origin, nationality, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, gender presentation, legal or preferred name, marital status, pregnancy, family structure, veteran status or any other basis protected by human rights laws or regulations. This list is not exhaustive and, in fact, in many cases, we strive to do more than the law requires.



Nearest Major Market: Waltham
Nearest Secondary Market: Boston

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