Support Software Engineer 2

Purpose

Support Software Engineer II

Key Responsibilities

• Provide direct technical support

  to Fulfillment &Manufacturing/Embellishment Centers, partnering closely with facility leaders and operations teams.

• Monitor, triage, and resolve

  support tickets and severity incidents with urgency, focusing on minimizing downtime and impact to operations.

• Lead root cause analysis

  to eliminate systemic issues, focusing on permanent solutions rather than temporary workarounds.

• Document issues, fixes, and troubleshooting procedures

  to build a detailed support runbook and team-wide knowledge base for recurring and high-frequency issues.
• Troubleshoot and support critical

  Warehouse Management Systems (WMS), Manufacturing Systems, Warehouse Control Systems (WCS), Parcel Management Systems, REST APIs, ERP integrations, and direct-to-consumer (DTC) platforms

  .
• Partner with cross-functional teams, including engineering and supply chain operations, to ensure

  99.9% uptime

  and a seamless flow of goods.
• Analyze system data to identify trends,

  optimize processes

  , and recommend continuous improvements.
• Participate 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

  , including ability to quickly identify, triage, communicate, and resolve complex issues.
• Proficiency in writing and troubleshooting

  complex SQL queries

  (Oracle, MS SQL, MySQL, Postgres, etc.).
• Proven experience building and maintaining

  technical documentation and support runbooks

  .
• Hands-on programming experience in one or more object-oriented languages such as

  GoLang, Perl, Python, C#, C++, .NET

  .
• Strong communication skills, with the ability to build trust and alignment across operations and engineering teams.
• Experience troubleshooting

  REST APIs, complex system integrations, and backend processes.

• Ability to

  troubleshoot

  custom-built or third-party software

  that handles order

  customization

  , production scheduling, and

  inventory management

  .
• Basic knowledge of

  server, network, and storage systems

  , especially as they relate to manufacturing and fulfillment equipment connectivity and system uptime.

Preferred:

• Familiarity with

  Warehouse Management Systems (WMS)

  like Manhattan (WMi/WMOS/Active/Scale), JDA, HighJump, or Logfire.
• Familiarity with software systems used in

  custom manufacturing

  - Manufacturing Execution Systems, and Product Lifecycle Management (PLM).
• Familiarity with

  Warehouse Control Systems (WCS)

  such as Compass, Dematic, Intelligrated, Knapp or Pyramid etc.
• Experience supporting

  Parcel Management Systems

  such as ProShip, BluJay, Logistyx, or Pierbridge.
• Exposure to

  ERP systems and supply chain backend integrations

  .
• Experience in

  direct-to-consumer / eCommerce environments

  .
• Familiarity with

  distributed systems, Kubernetes, microservices, and orchestration tools like Temporal

  is a plus.
• Understanding of the digital workflow from order intake to design file processing and machine interfacing.