Technical Support Engineer managing customer support for Smarsh products and services. Focusing on issue diagnosis, troubleshooting, and ensuring customer satisfaction.
About the role
- Support Software Engineer II responsible for front-line technical support at Fanatics’ Supply Chain Operations. Managing incidents, troubleshooting issues, and documenting procedures in a hybrid role.
Responsibilities
- Provide direct technical support to Fulfillment & Manufacturing/Embellishment Centers, partnering closely with facility leaders and operations teams.
- Monitor, triage, and resolve support tickets and severity incidents with urgency, focusing on minimizing downtime and impact to operations.
- Lead root cause analysis to eliminate systemic issues, focusing on permanent solutions rather than temporary workarounds.
- Document issues, fixes, and troubleshooting procedures to build a detailed support runbook and team-wide knowledge base for recurring and high-frequency issues.
- Troubleshoot and support critical Warehouse Management Systems (WMS), Manufacturing Systems, Warehouse Control Systems (WCS), Parcel Management Systems, REST APIs, ERP integrations, and direct-to-consumer (DTC) platforms.
- Partner with cross-functional teams, including engineering and supply chain operations, to ensure 99.9% uptime and a seamless flow of goods.
- Analyze system data to identify trends, optimize processes, and recommend continuous improvements.
- Participate in a 24/7 on-call rotation for high-severity incidents.
Requirements
- 2-3+ years of experience managing a technical support or ticket queue in a fast-paced, operational environment.
- Strong incident management and troubleshooting skills, including ability to quickly identify, triage, communicate, and resolve complex issues.
- Proficiency in writing and troubleshooting complex SQL queries (Oracle, MS SQL, MySQL, Postgres, etc.).
- Proven experience building and maintaining technical documentation and support runbooks.
- Hands-on programming experience in one or more object-oriented languages such as GoLang, Perl, Python, C#, C++, .NET.
- Strong communication skills, with the ability to build trust and alignment across operations and engineering teams.
- Experience troubleshooting REST APIs, complex system integrations, and backend processes.
- Ability to troubleshoot custom-built or third-party software that handles order customization, production scheduling, and inventory management.
- Basic knowledge of server, network, and storage systems, especially as they relate to manufacturing and fulfillment equipment connectivity and system uptime.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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