Description

You will troubleshoot proprietary Warehouse Management Software issues and support internal teams through root-cause analysis. You own the resolution of technical escalations and partner with Operations to distinguish technical faults from user errors.

Responsibilities

• Resolve technical tickets escalated by internal users, conducting research and root-cause analysis.
• Write SQL queries to investigate problems, assess impact, and identify recurring trends.
• Document solutions and system behaviors to scale troubleshooting processes and reduce repetitive tasks.
• Analyze escalation data to identify software feature gaps and provide feedback to Product and Engineering teams.
• Partner with Operations Support to clarify technical problems versus user errors.

Required Skills

• 5+ years of experience in a technical support or engineering capacity.
• Proficiency in SQL for data investigation and trend research.
• Strong analytical skills to perform root-cause analysis on complex issues.
• Experience with eCommerce platforms such as Amazon FBA, Seller Central, Shopify, or Walmart Seller Center.
• Experience using ticketing systems like Fresh Service, Asana, or Click-up.
• Ability to communicate technical concepts clearly to both engineers and non-technical users.
• Excellent documentation and technical writing skills.

Preferred Skills

• Background or education in eCommerce, operations, or software development.

Key Skills

Education

ANY GRADUATE