Software Engineer II

As a Technical Support Specialist at Fanatics, your role will involve providing direct technical support to Fulfillment & Manufacturing/Embellishment Centers, collaborating closely with facility leaders and operations teams. Your responsibilities will include: - Monitoring, triaging, and resolving support tickets and severity incidents promptly to minimize downtime and impact on operations. - Leading root cause analysis to address systemic issues with a focus on permanent solutions over temporary workarounds. - Documenting issues, fixes, and troubleshooting procedures to create a detailed support runbook and team-wide knowledge base. - Troubleshooting and supporting critical systems including Warehouse Management Systems (WMS), Manufacturing Systems, Warehouse Control Systems (WCS), Parcel Management Systems, REST APIs, ERP integrations, and direct-to-consumer (DTC) platforms. - Partnering with cross-functional teams to ensure 99.9% uptime and a smooth flow of goods. - Analyzing system data to identify trends, optimize processes, and suggest continuous improvements. - Participating in a 24/7 on-call rotation for high-severity incidents. Qualifications and Experience Required: - 2-3+ years of experience managing a technical support or ticket queue in a fast-paced, operational environment. - Strong incident management and troubleshooting skills with the ability to quickly identify, triage, communicate, and resolve complex issues. - Proficiency in writing and troubleshooting complex SQL queries (Oracle, MS SQL, MySQL, Postgres, etc.). - Hands-on programming experience in object-oriented languages like GoLang, Perl, Python, C#, C++, .NET. - Strong communication skills to build trust and alignment across operations and engineering teams. - Experience troubleshooting REST APIs, system integrations, and backend processes. - Ability to troubleshoot custom-built or third-party software related to order customization, production scheduling, and inventory management. - Basic knowledge of server, network, and storage systems, especially in manufacturing and fulfillment equipment connectivity. Preferred qualifications include familiarity with Warehouse Management Systems (WMS) like Manhattan, JDA, HighJump, or Logfire, and experience in supporting Parcel Management Systems like ProShip or BluJay. Exposure to ERP systems, direct-to-consumer environments, distributed systems, and orchestration tools is a plus. About Fanatics: Fanatics is a global digital sports platform that caters to sports fans worldwide, providing licensed fan gear, jerseys, lifestyle products, and betting services. The company has a vast network of sports partners and retail locations, aiming to enhance the fan experience globally. About Fanatics Commerce: Fanatics Commerce is a leading designer, manufacturer, and seller of licensed fan gear and apparel products. The team operates a vertically-integrated platform for sports leagues, teams, and associations globally, including partnerships with major sports organizations such as the NFL, NBA, and MLB. If you join Fanatics, you will be part of a dynamic team that values building championship teams, being obsessed with fans, embracing entrepreneurial spirit, and maintaining a determined and relentless mindset.,