The Support personnel is responsible for advanced functional and technical triage within a warehouse, distribution, automations systems environment. This role serves as the escalation point between Level 1 support and Level 3 vendor teams, performing detailed root cause analysis across infrastructure, applications, integrations, process and data layers.
The position requires strong technical expertise in IT infrastructure, system integrations, warehouse management systems, Automation, and enterprise application support.
• Perform incident triage and technical diagnostics across:
o Network infrastructure (LAN/WAN connectivity, latency, firewall dependencies)
o Server environments (Windows/Linux, virtualized infrastructure)
o Database platforms (query validation, data integrity checks, transaction failures)
o Automation flow (AutoStore, Conveyors)
o BY WMS application functionality and configuration
o API, middleware, and interface integrations
o Data flow and message queue failures
o User access, permissions, and role-based security issues
• Conduct root cause analysis to determine whether incidents originate from:
o Infrastructure (network/server/database)
o Application defects or configuration issues
o Integration/interface failures
o Data inconsistencies or corruption
o End-user process or transactional errors
• Escalate issues based on system ownership:
o AutoStore software defects → External vendor support.
o BD product or service-related system issues → Appropriate BD technical teams.
o Infrastructure-related issues → Internal IT infrastructure teams.
o User process gaps → Coordinate with operations and provide technical guidance.
• Analyze system logs, database records, interface transactions, and error messaging to validate failure points.
• Collaborate with cross-functional IT teams (network, infrastructure, application development, vendors) to ensure timely resolution.
• Maintain detailed incident documentation in ITSM, technical analysis notes, and resolution records within ticketing systems.
• Identify recurring system issues and recommend technical remediation or permanent fixes.