Senior Support Consultant

🕒 6 days ago

🇺🇸 United States – Remote

💵 $100k - $120k / year

⏰ Full Time

🟠 Senior

💼 Consultant

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• Open for 6 days.

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Da Vinci

WebsiteLinkedInAll Job Openings

11 - 50 employees

📦 Logistics

Logistics

Da Vinci is a global leader in providing value-driven end-to-end supply chain management software solutions. It offers a cloud-based Warehouse Management System that is simple enough for start-ups and powerful enough for enterprises. Da Vinci empowers companies to streamline their logistics operations and meet the demands of today's supply chain challenges with specialized software solutions in fulfillment, inventory management, and transportation management.

📋 Description

• 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

🎯 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, 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

🏖️ Benefits

• 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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