Application Support Analyst, Fulfillment Execution

Fulfillment Execution App Support Engineer We are embedding application support engineers onto our Warehouse Management software engineering team to improve our incident resolution time and find and fix trending problems faster. You will join one of our engineering teams, handle incoming requests via Slack help channels, email, and incoming ServiceNow tickets. You will be the point person for Application Support to triage problem reports, handle any issues that Tier?1 support are unable to solve, and work with software engineers to prioritize bug fixes as appropriate. We Are The Fulfillment Execution Engineering team is the technical engine at the heart of Wayfairs physical supply chain. We build and scale the next?generation Warehouse Management System (WMS) platform that serves as the operational backbone for our entire fulfillment network. Our mission is to empower our supply chain by delivering reliable, precise, and real?time inventory control and order processing. We own the critical suite of microservices, APIs, and mission?critical integrations that connect our core WMS to the wider Wayfair ecosystemincluding order management (OMS), transportation (TMS), and automated warehouse equipment. What Youll Do Prioritize tickets on ServiceNow to ensure our software engineering team is focused on solving the highest impact problems for our end users in a timely manner. Collaborate across cross?functional engineering and business teams to solve high?impact incidents with a sense of urgency by providing quality and accurate information. Identify recurring technical issues and influence the software engineering team to fix their root causes to enhance business productivity. Create runbooks for repeatable problem fixing by any team member until root?cause issues are fixed. Analyze production or workflow issues by creating and running SQL queries or utilizing our proprietary warehouse management system. Establish and update team?wide best practices for the purposes of knowledge management and sharing through technical documentation. Demonstrate accountability and ownership by employing a strong work ethic to solve complex problems from start to finish. Perform research independently by asking clarifying questions, gathering relevant data, and resolving the matter using a data?driven approach. Be a team player and assist other members to achieve overall team goals. Provide support to 24/7 fulfillment centers and participate on a rotational or on?call shift, if needed. We Are a Match Because You Have 2+ years of IT Support Experience, ideally working in a warehouse environment Bachelors or Associates Degree in Computer / IT related field or equivalent work experience Ability to write and utilize SQL scripts to pull data from complex data sets Experience troubleshooting warehouse device equipment such as RF Barcode Scanners, Zebra label printers, and other peripherals/devices. Experience with technical documentation and presenting succinct analysis to leadership Eagerness to learn production workflows, processes and adopting systems best practices Strong customer service and organizational skills while keeping attention to detail. Proven ability to handle multiple tasks concurrently and prioritize accordingly. Excellent communication, interpersonal and team?building skills. Acting as a team player who is dedicated to providing the best results possible. Having a strong work ethic and desire to be a life?long learner Strong preference for candidates with Manhattan Active Supply Chain Why Youll Love Wayfair Time Off: Paid Holidays Paid Time Off (PTO) Health & Wellness: Full Health Benefits (Medical, Dental, Vision, HSA/FSA) Life Insurance Disability Protection (Short Term & Long Term Disability) Global Wellbeing: Gym/Fitness discounts (including US Peloton, Global ClassPass, and various regional gym memberships) Mental Health Support (Global Mental Health, Global Wayhealthy Recordings) Caregiver Services Financial Growth & Security: 401K Matching (Employee Matching Program) Tuition Reimbursement Financial Health Education (Knowledge of Financial Education - KOFE) Tax Advantaged Accounts Family Support: Family Planning Support Parental Leave Global Surrogacy & Adoption Policy Professional Development & Recognition: #J-18808-Ljbffr