Senior Support Consultant
D
DaVinciWarehouse management software
United StatesFull-TimeSenior
Salary100,000 - 120,000 USD per year
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Job Details
- Experience
- 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; 1 year of experience with database troubleshooting (SQL); 3 years of experience supporting or deploying enterprise software
- Required Skills
- SQLJiraZendesk
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.
- 1 year of experience with database troubleshooting using SQL.
- 3 years of experience supporting or deploying enterprise software.
- Experience troubleshooting issues between warehouse management software and external systems such as ERP, transportation, or automation systems.
- Hands-on experience with a Tier 1 WMS platform and knowledge of warehouse operations is preferred.
- Experience mentoring or leading junior support or consulting staff is preferred.
- Familiarity with a ticketing system such as Zendesk and an issue tracker such as Jira is preferred.
- Experience creating knowledge base content and leading training or knowledge-sharing sessions is preferred.
Responsibilities
- Own complex and high-priority tickets from intake through resolution, including advanced L2 and L3 issues.
- Investigate production issues in warehouse management systems, perform root cause analysis, and implement durable solutions.
- Advise customers on warehouse management configuration, workflows, and best practices after go-live.
- Review warehouse processes and recommend changes to improve accuracy and throughput.
- Troubleshoot interactions between DVU solutions and external ERP, transportation, automation, or equipment systems.
- Coordinate with customer IT teams and third-party vendors to isolate and resolve cross-system problems.
- Use SQL to research data and system behavior and validate fixes.
- Write and maintain documentation, knowledge base articles, and best practices.
- Collaborate with Engineering, Product Management, Implementation, and Technical Support to resolve issues and advocate for product enhancements.
- Share warehouse management expertise and lead knowledge-sharing sessions for support colleagues.
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