Senior Support Consultant

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of complex and high-priority tickets from inception to resolution, including advanced L2 and L3 issues.

• Analyze functional and technical warehouse management challenges in production, conduct root cause analysis, and implement long-lasting solutions.

• Directly communicate with DVU customers regarding the status of tickets and resolution strategies.

• Collaborate with Engineering and internal teams to effectively address issues.

• Provide guidance to customers on WM configuration, workflows, and best practices post go-live.

• Assess receiving, putaway, inventory control, picking, packing, and shipping processes and propose enhancements.

• Diagnose 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 challenges.

• Utilize SQL to investigate data and system behavior, as well as validate solutions.

• Record findings, resolutions, best practices, and contribute to knowledge base articles.

• Clarify technical concepts for both technical and non-technical stakeholders.

• Participate in customer calls and issue reviews as a WM subject matter expert.

• Assist Customer Success with reporting on open and closed issues.

• Work collaboratively with Engineering, Product Management, Implementation, and Technical Support teams.

• Advocate for product improvements and bug resolutions based on customer input.

• Share WM expertise with Technical Support Analysts.

• Facilitate knowledge-sharing sessions on troubleshooting, WM product insights, and process enhancements.

⛳️ Requirements

• A four-year bachelor’s degree (or its foreign equivalent) in computer science, engineering, business, supply chain, or a related discipline.

• 3–5 years of experience in a client-facing position within a supply chain or software organization.

• Over 3 years of consulting or senior support experience in warehouse management, preferably with a Tier 1 WMS provider or its implementation partners.

• At least 1 year of experience in database troubleshooting (SQL).

• 3 years of experience supporting or deploying enterprise software.

• Background in troubleshooting issues between WM software and external systems, including ERP, transportation, or automation systems.

• Ability to thrive in a remote working setting.

• Practical experience with a Tier 1 WMS platform and understanding of warehouse operations.

• Experience in mentoring or leading junior support or consulting personnel.

• Familiarity with ticketing systems such as Zendesk and issue trackers like Jira.

• Excellent written and verbal communication skills, particularly with executive and operations stakeholders.

• Proven experience in creating knowledge base content and leading training or knowledge-sharing sessions.

🏝️ Benefits

• Fully remote work environment.

• Regular in-person company gatherings.

• GO - PTO days.

• 401k plan with a 4% company match.

• Competitive medical, dental, and vision insurance.

• 7 Paid Company Holidays.

• Paid Sick Days.