Senior Support Consultant

The Senior Support Consultant brings deep warehouse management (WM) expertise to supporting DVU customers at DaVinci after go-live. You bring WM functional and technical knowledge to resolve complex post-implementation issues and advise customers on how to get the most from their WM solution.

You combine hands-on troubleshooting with coaching. You make sure root causes are found and fixed, you raise the quality of every customer engagement, and you help build a high-performing, customer-focused support team.

Key Responsibilities

1. Hands-On Ticket Resolution
   • Own complex and high-priority tickets from intake through resolution, including advanced L2 and L3 issues.
   • Investigate complex functional and technical WM issues in production, perform root cause analysis, and implement durable solutions.
   • Communicate directly with DVU customers, giving clear, empathetic, and timely updates on ticket status and resolution plans.
   • Partner with Engineering and other internal teams to drive fast, effective resolution and keep the customer informed throughout.
2. Warehouse Management Consulting
   • Act as a support consultant across DaVinci’s WM solutions, advising customers on configuration, workflows, and best practices once they are live.
   • Review customer processes (for example receiving, putaway, inventory control, picking, packing, and shipping) and recommend changes that improve accuracy and throughput.
   • Help customers adopt new functionality and resolve recurring issues caused by process or configuration rather than product defects.
3. External Systems Support
   • Troubleshoot issues where DVU solutions interact with customers’ external systems, such as ERP, transportation, and automation or equipment systems, to determine where the issue originates.
   • Coordinate with customer IT teams and third-party vendors to isolate and resolve cross-system problems.
   • Interface development and implementation work is out of scope for this role and stays with the Implementation and Engineering teams.
4. Root Cause Analysis & Knowledge Management
   • Go beyond symptomatic fixes to identify and address root causes, and track recurring issues to reduce repeat tickets.
   • Use SQL to research data and system behavior, and validate fixes.
   • Write and maintain detailed documentation of findings, resolutions, and best practices, including knowledge base articles for customers and the support team.
5. Customer-Centric Communication
   • Explain complex technical concepts clearly to audiences from non-technical warehouse stakeholders to senior engineers.
   • Join customer calls and issue reviews as a WM subject matter expert, and help Customer Success prepare open and closed issue reporting.
   • Maintain a positive, customer-focused approach that builds trust and satisfaction.
6. Cross-Functional Collaboration
   • Work closely with Engineering, Product Management, Implementation, and Technical Support to drive end-to-end issue resolution.
   • Act as the bridge between customer feedback and the product roadmap, advocating for key enhancements and bug fixes.
7. Team Collaboration
   • Share WM expertise with fellow Technical Support Analysts to support their professional growth and skill development.
   • Set high standards for productivity, accuracy, and customer empathy, and model best practices.
   • Lead periodic knowledge-sharing sessions on troubleshooting techniques, WM product insights, and process improvements.

Minimum 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

Preferred Qualifications

• 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

Key Performance Indicators

• Average response and resolution times on escalated tickets, benchmarked against established SLAs
• Resolution of advanced L2 and L3 issues, including first-time fix rate
• Reduction in repeat issues through root cause analysis and knowledge base content
• Accuracy and completeness of ticket documentation and categorization
• Customer satisfaction ratings (if applicable)
• Contribution to team knowledge sharing and documentation (team feedback)

• Customer Success – Our customer’s success is our success. We go above and beyond to make sure we provide exceptional solutions and support that “delights” our customers
• Pursuit of Excellence – We are dedicated to providing first class products and services and invest the time to achieve this objective. This includes a drive for continued learning to master one’s area of expertise and expand skill sets
• Empower Others Succeed – We are a team-oriented environment that thrives on collaboration, sharing knowledge, and empowering & supporting others to succeed in their roles. As a rapidly growing company with many new employees, this is a cornerstone of our culture
• All About Results – Our team understands that positive outcomes and achieving goals are paramount to our success. We give employees the flexibility to achieve their results along with holding each other accountable to build a positive environment of high performance
• Forward Thinking – Planning and looking ahead is part of our DNA. This includes thinking about how decisions today set us up for success for the short-term and long-term, as well as taking incremental steps to achieve the company’s long-term vision to be an industry leader

• Da Vinci offers a fully remote environment – work where it’s convenient for you and the company has regular in-person company gatherings to build team relationships
• GO - PTO days to provide an opportunity to recharge and spend time on your other passions
• 401k plan with 4% company match to invest in your future
• Competitive medical, dental, and vision insurance to support the health & well-being of you and your family
• 7 Paid Company Holidays + Paid Sick Days

Compensation

The target salary range for this role is $100,000–$120,000.

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