Software Engineer 2

2 weeks ago

Hyderabad, India Fanatics Full time

Purpose

The Support Software Engineer II plays a critical, hands-on role in supporting the day-to-day operations of Fanatics Supply Chain Operations. This position is responsible for providing front-line technical support, rapid incident response, and proactive problem resolution for systems essential to supply chain operations. The engineer will manage severity incidents, troubleshoot complex issues, perform root cause analysis, and build comprehensive support runbooks that empower teams to resolve problems efficiently.

Key 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.

Qualifications and Experience

Required:

  • 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.

Preferred:

  • Familiarity with Warehouse Management Systems (WMS) like Manhattan (WMi/WMOS/Active/Scale), JDA, HighJump, or Logfire.
  • Familiarity with software systems used in custom manufacturing - Manufacturing Execution Systems, and Product Lifecycle Management (PLM).
  • Familiarity with Warehouse Control Systems (WCS) such as Compass, Dematic, Intelligrated, Knapp or Pyramid etc.
  • Experience supporting Parcel Management Systems such as ProShip, BluJay, Logistyx, or Pierbridge.
  • Exposure to ERP systems and supply chain backend integrations.
  • Experience in direct-to-consumer / eCommerce environments.
  • Familiarity with distributed systems, Kubernetes, microservices, and orchestration tools like Temporal is a plus.
  • Understanding of the digital workflow from order intake to design file processing and machine interfacing.

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