WMS & Supply Chain Software Support Engineer

10 hours ago

Hyderabad, Telangana, India Fanatics Full time ₹ 12,00,000 - ₹ 24,00,000 per year
Description

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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