Senior Support Consultant
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Job Description
Senior Support Consultant supporting DaVinci customers’ warehouse management software after go-live. Troubleshooting L2/L3 issues, advising on warehouse workflows, and driving root-cause resolution.
Responsibilities:
- Own complex and high-priority tickets from intake through resolution, including advanced L2 and L3 issues
- Investigate functional and technical warehouse management issues in production, perform root cause analysis, and implement durable solutions
- Communicate directly with DVU customers about ticket status and resolution plans
- Partner with Engineering and internal teams to resolve issues effectively
- Advise customers on WM configuration, workflows, and best practices after go-live
- Review receiving, putaway, inventory control, picking, packing, and shipping processes and recommend improvements
- Troubleshoot interactions between DVU solutions and external ERP, transportation, automation, or equipment systems
- Coordinate with customer IT teams and third-party vendors to resolve cross-system problems
- Use SQL to research data and system behavior and validate fixes
- Document findings, resolutions, best practices, and knowledge base articles
- Explain technical concepts to technical and non-technical stakeholders
- Join customer calls and issue reviews as a WM subject matter expert
- Support Customer Success with open and closed issue reporting
- Collaborate with Engineering, Product Management, Implementation, and Technical Support
- Advocate for product enhancements and bug fixes based on customer feedback
- Share WM expertise with Technical Support Analysts
- Lead knowledge-sharing sessions on troubleshooting, WM product insights, and process improvements
Requirements:
- Four-year bachelor’s degree (or foreign equivalent) in computer science, engineering, business, supply chain, or a related field
- 3–5 years of experience in a client-facing role within a supply chain or software organization
- 3+ years of consulting or senior support experience in the warehouse management field, ideally with a Tier 1 WMS provider or one of its implementation partners
- 1 year of experience with database troubleshooting (SQL)
- 3 years of experience supporting or deploying enterprise software
- Experience troubleshooting issues between WM software and external systems, such as ERP, transportation, or automation systems
- Thrives in a remote working environment
- Hands-on experience with a Tier 1 WMS platform and knowledge of warehouse operations
- Experience mentoring or leading junior support or consulting staff
- Familiarity with a ticketing system such as Zendesk and an issue tracker such as Jira
- Strong written and verbal communication, including with executive and operations stakeholders
- Experience building knowledge base content and leading training or knowledge-sharing sessions
Benefits:
- Fully remote environment
- Regular in-person company gatherings
- GO - PTO days
- 401k plan with 4% company match
- Competitive medical, dental, and vision insurance
- 7 Paid Company Holidays
- Paid Sick Days
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