Software Engineer II

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.