Overview
Engineer 2
Role Summary
This Support Engineer 2 role sits within the Technology organization and is responsible for the day-to-day health, stability, and continuous improvement of our Warehouse Management System (WMS) platform. The engineer will serve as a hands-on production support owner for the Infios Warehouse Advantage (WA) environments that run our distribution and fulfillment network, partnering closely with site Operations, Core Development Team, Business Partners, Vendors, and other Technology teams.
Technology support and operations are a primary component of this role (incident response, root cause analysis, environment and integration health, and problem elimination). Secondary role as a developer (system improvements, automation, monitoring, deployment support) and targeted configuration or code changes where they resolve a defect or remove recurring support burden. The engineer will build deep functional and technical expertise across the WMS environments with the goal of becoming a recognized subject matter expert (SME) for the WMS portfolio.
Key Responsibilities
WMS Production Support & Incident Management:
• Serve as a primary point of contact for production support of the Infios Warehouse Advantage environments, triaging and resolving issues.
• Own incidents end to end, detection, triage, impact assessment, root cause analysis, resolution, and follow-up and partner with incident management team.
• Manage vendor escalations, driving cases to closure and holding partners accountable to SLAs.
• Perform problem management: identify recurring and chronic issues and drive permanent fixes that reduce ticket volume and mean time to resolution.
• Work a primarily business-hours schedule while participating in additional coverage during peak season, major releases, and site go-lives.
• Communicate clearly and calmly during high-severity events, providing status and business impact to operations leadership and technology stakeholders in non-technical terms.
• Build and maintain runbooks, known-error records, and knowledge base content so that resolution knowledge is repeatable and not resident in one person.
Development Support:
• Monitor the health and performance of the WA application, underlying SQL Server databases, batch and scheduled jobs, interfaces, and integration endpoints
• Support environment management activities including refreshes, patching, version upgrades, and coordinated deployments across development, test, and production instances
• Promote configuration and code changes through established change management, using source control and CI/CD pipelines where available
• Write, debug, and tune T-SQL stored procedures, complex queries, indexing strategies
• Execute production data corrections with appropriate transaction control, error handling, logging, and auditability
• Deliver small enhancements and configuration changes, including unit and regression testing, and prepare documentation consistent with organizational m methodology and technology standards
• Participate in technical reviews, testing cycles, and cutover activities for WMS implementations, upgrades, and rollouts to new sites
• Follow detailed specifications and validate work through both functional and non-functional testing
• Translate technical issues into terms business partners and leadership can act on and translate operational pain points into actionable items
• Leverage AI tools
Qualifications - Experience & Capabilities
• 5+ years of application support and/or engineering experience, including hands-on production support of a Tier 1 WMS in a distribution or fulfillment environment
• Bachelor's degree in technology or related field
• Expert understanding of the Infios Warehouse Advantage Product Suite (formerly Körber / HighJump), including practical experience with Architect, WebWise / Page Editor, and Advantage Link
• Experience leading or supporting enterprise-scale WMS implementations, upgrades, or multi-site rollouts
• Strong T-SQL and SQL Server proficiency: complex stored procedures, query optimization and performance tuning
• Working knowledge of warehouse operations, warehouse flow, and multi-channel retail fulfillment
• Experience operating within a formal incident, problem, and change management process against defined SLAs
• Experience supporting system integrations including REST APIs, event-driven or message-based architectures, and XML/JSON or flat-file interfaces
• Scripting proficiency for automation (PowerShell, Python, or similar)
• Comfortable with a remote/hybrid work environment and supporting remote business users across multiple sites
• Strong written and verbal communication skills, with the ability to hold meetings with business partners, vendors, and technical leadership
• Strong analytical and logical troubleshooting ability, with the composure to work incidents under operational pressure
Preferred Qualifications:
• Hands-on experience with ZPL label design and/or BarTender label management, including troubleshooting print services in a live warehouse environment
• Experience with Kafka or comparable event streaming platforms
• Experience with source control and CI/CD tooling (Git, Azure, or similar) applied to WMS deployments
• Experience with cloud or SaaS-hosted WMS environments and cloud migration
• Exposure to WCS/MHE and automation
• Experience working in Agile delivery models (Scrum, Kanban)
• Familiarity with .NET / C# and the ability to read and trace application code
Pay Range
USD $87,750.00 - USD $146,250.00 /Yr.
