Senior Support Consultant

🕒 2 dias atrás

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $100.000 - $120.000 / ano

⏰ Tempo Integral

🟠 Sênior

💼 Consultor

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Da Vinci

SiteLinkedInTodas as Vagas

11 - 50 funcionários

📦 Logística

Logistics

Da Vinci WMS é líder global no fornecimento de soluções de software voltadas para o gerenciamento de cadeias de suprimentos. Nosso negócio é orientado pela necessidade dos nossos clientes em atender às altas demandas dos desafios atuais da cadeia de suprimentos. Desde o software tradicional de gerenciamento de armazéns e transporte até interfaces sofisticadas baseadas na web, a Da Vinci capacita empresas de todos os tamanhos e setores a otimizar operações e superar a concorrência. No ambiente de negócios cada vez mais ágil de hoje, a Da Vinci WMS fornece o motor que impulsiona a gestão da cadeia de suprimentos para frente.

Descrição

• Own complex and high-priority tickets from intake through resolution, including advanced L2 and L3 issues • Investigate functional and technical warehouse management issues in production, perform root cause analysis, and implement durable solutions • Communicate directly with DVU customers about ticket status and resolution plans • Partner with Engineering and internal teams to resolve issues effectively • Advise customers on WM configuration, workflows, and best practices after go-live • Review receiving, putaway, inventory control, picking, packing, and shipping processes and recommend improvements • Troubleshoot 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 problems • Use SQL to research data and system behavior and validate fixes • Document findings, resolutions, best practices, and knowledge base articles • Explain technical concepts to technical and non-technical stakeholders • Join customer calls and issue reviews as a WM subject matter expert • Support Customer Success with open and closed issue reporting • Collaborate with Engineering, Product Management, Implementation, and Technical Support • Advocate for product enhancements and bug fixes based on customer feedback • Share WM expertise with Technical Support Analysts • Lead knowledge-sharing sessions on troubleshooting, WM product insights, and process improvements

🎯 Requisitos

• 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, ideally with a Tier 1 WMS provider or one of its implementation partners • 1 year of experience with database troubleshooting (SQL) • 3 years of experience supporting or deploying enterprise software • Experience troubleshooting issues between WM software and external systems, such as ERP, transportation, or automation systems • Thrives in a remote working environment • Hands-on experience with a Tier 1 WMS platform and knowledge of warehouse operations • Experience mentoring or leading junior support or consulting staff • Familiarity with a ticketing system such as Zendesk and an issue tracker such as Jira • Strong written and verbal communication, including with executive and operations stakeholders • Experience building knowledge base content and leading training or knowledge-sharing sessions

🏖️ Benefícios

• Fully remote environment • Regular in-person company gatherings • GO - PTO days • 401k plan with 4% company match • Competitive medical, dental, and vision insurance • 7 Paid Company Holidays • Paid Sick Days

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