Support Engineer (Hybrid)

BASIC SCOPE/PURPOSESUMMARY: The Support Engineer serves as a critical technical resource responsible for providing Level 2 support for end users, business systems, and proprietary applications, with a strong focus on supporting the organization's custom Warehouse Management System (WMS), associated SQL databases, and core IT services. This role acts as a key escalation point beyond first-line support, diagnosing complex application, data, and system issues while ensuring operational continuity across warehouse and corporate environments. The Support Engineer works closely with IT, operations, and development teams to resolve incidents, support system enhancements, and improve overall system reliability, user experience, and support processes.KEY RESPONSIBILITIESServe as Level 2 technical support for internal users, acting as an escalation point for issues related to applications, systems, and infrastructure.Provide direct support for proprietary WMS platforms, internal client portals, and custom business applications, including troubleshooting application behavior, data issues, and user workflows.Support and troubleshoot SQL database-related issues, including validating data, running queries for analysis, identifying data discrepancies, and escalating database defects when necessary.Manage, prioritize, and resolve support requests using the IT ticketing system, ensuring timely communication, accurate documentation, and efficient resolution.Provide general IT support for workstations, printers, scanners, warehouse devices, and other peripherals, particularly in warehouse and logistics environments.Create, manage, and maintain user accounts in Active Directory and Microsoft 365, including email provisioning, access changes, and account lifecycle management.Perform new user onboarding, workstation imaging, hardware setup, migrations, and equipment refreshes.Install, configure, maintain, and troubleshoot end-user hardware, software, and network-connected devices.Quickly analyze and isolate issues across applications, systems, and infrastructure, determining root cause and appropriate resolution or escalation.Work directly with users to understand business impact, clarify requirements, and provide clear guidance during issue resolution.Maintain accurate ticket notes, work logs, and technical documentation, ensuring issues and resolutions are well documented for audit, training, and knowledge sharing.Develop and maintain support documentation, procedures, and knowledge base articles to improve consistency and reduce repeat incidents.Collaborate with senior IT staff, developers, and operations teams to support application changes, system improvements, and process enhancements.Identify trends in incidents and recurring issues, recommending improvements to tools, processes, or system design.Stay current with supported technologies and continuously improve technical knowledge relevant to WMS, SQL, and enterprise IT systems.Participate in projects and additional initiatives as assigned, including system upgrades, deployments, and operational improvements.ABILITY TO:Analyze and troubleshoot complex application, data, and system issues, including those spanning proprietary WMS platforms, SQL databases, and end-user environments.Interpret user-reported issues and translate them into technical root-cause analysis, identifying whether problems stem from application logic, data integrity, system configuration, or user workflow.Execute SQL queries to validate data, investigate discrepancies, and support troubleshooting efforts while understanding data relationships and business impact.Prioritize, manage, and resolve multiple concurrent tickets in a fast-paced operational environment while meeting service expectations.Work effectively under pressure in warehouse and logistics environments where system downtime directly impacts operations.Communicate technical issues, findings, and resolutions clearly to both technical and non-technical users, adapting explanations to the audience.Exercise sound judgment when determining when to resolve issues independently versus escalating to senior engineers or development teams.Support users beyond basic hardware and connectivity issues, including application behavior, data accuracy, and business process alignmentMaintain accurate and detailed ticket notes, documentation, and work logs to support knowledge sharing, auditing, and continuous improvement.Follow established support processes while also identifying opportunities to improve tools, workflows, and support efficiencyCollaborate effectively with IT peers, developers, operations teams, and external vendors to resolve issues and support system enhancements.Remain organized, adaptable, and detail-oriented while working across office, warehouse, and remote environmentsTravel to multiple sites as needed and provide after-hours support during critical incidents, maintenance windows, or project work.REQUIRED SKILLS2-4+ years of experience in a technical support, systems support, or application support role, providing Level 2 (or higher) support.Hands-on experience supporting business-critical applications, preferably within a logistics, warehouse, or manufacturing environment.Practical experience working with SQL databases, including running queries for troubleshooting and data validation (intermediate query skills preferred).Experience supporting Windows-based environments, including Windows 10/11, Active Directory, and Microsoft 365.Familiarity with enterprise networking concepts such as LAN, WAN, VPN, RDP, TCP/IP, and Wi-Fi connectivity.Proven ability to diagnose and resolve issues that span applications, data, systems, and user workflows.Strong troubleshooting, analytical, and problem-solving skills with the ability to work under pressure in operational environments.PREFERRED SKILLSExperience supporting Warehouse Management Systems (WMS) or other logistics/operations platforms. CompTIA A+, Network+, or similar certifications. Experience supporting environments with warehouse devices (scanners, printers, labelers, etc.). EDUCATION AND/OR EXPERIENCEWorked in a Logistics/Warehouse environment strongly preferredTwo or more years' experience as a computer support specialistA+ certified, Comp TIA credentials and/or Network + certified a plusIntermediate SQL Query experience is a plusWORK ENVIRONMENTOffice / Warehouse Mix: This job operates in a warehouse environment. This role will require the ability to, on occasion, go in and out of trailers, navigate around roller racks, and other logistical equipment within a warehouse setting. The position will also require travel of both in air and driving. While performing duties of this job, the employee's work environment may vary from professional office to fulfillment center floor, and other vendor/client locations. PHYSICAL DEMANDSTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements are representative of the knowledge, skill, and /or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. May require lifting of up to 25 lbsEEO Policy: Staci Americas provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Staci Americas complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Created: 2026-04-02