Support Engineer 2

Job Profile - Support Engineer II Overview

This role is a newly formed team within the Supply Chain execution and will be a pioneer in providing value‑added rapid deployment and onboarding projects for our WMS (3PL and Retail Shipper) expedited growth customer base.

What you´ll do:

• Act as a liaison between Support Services, PMG, and Consulting Services across products.
• Be available on call (on shift basis) for extreme emergencies / critical site down issues.
• Demonstrate and adhere to best practices of all internal Support Services policies and procedures.
• Ensure quantity and quality content in the knowledge base; add value by developing knowledge articles and working on operational improvements.
• Escalate issues that may have a negative financial or relationship impact.
• Mentor team associates in product knowledge and triage techniques.
• Perform customer performance reviews and Health Checks.