Application Support Analyst, Fulfillment Execution

Wayfair LLC•Boston, MA

33d

About The Position

Fulfillment Execution App Support Engineer We are embedding application support engineers onto our Warehouse Management software engineering team to improve our incident resolution time and find and fix trending problems faster. You will join one of our engineering teams, handle incoming requests via Slack help channels, email, and incoming ServiceNow tickets. You will be the point person for Application Support to triage problem reports, handle any issues out T1 support are unable to solve, and work with software engineers to prioritize bug fixes as appropriate. Who We Are The Fulfillment Execution Engineering team is the technical engine at the heart of Wayfair's physical supply chain. We are responsible for building and scaling the next-generation Warehouse Management System (WMS) platform that serves as the operational backbone for our entire fulfillment network. Our mission is to empower our supply chain by delivering reliable, precise, and real-time inventory control and order processing. We own the critical suite of microservices, APIs, and mission-critical integrations that connect our core WMS to the wider Wayfair ecosystem-including order management (OMS), transportation (TMS), and automated warehouse equipment. A primary focus for this team is the technical ownership, configuration, and extension of our core WMS platform. We have a strong preference for candidates with hands-on experience in Manhattan Active Supply Chain (MASC), as we leverage this technology to optimize every physical process, from receiving and putaway to picking, packing, and shipping. We focus on system reliability, technological innovation, and scalable performance by partnering closely with product managers, supply chain operations, and platform engineering teams. Your work will directly enhance warehouse efficiency, reduce fulfillment times, and streamline our end-to-end physical operations.

Requirements

2+ years of IT Support Experience, ideally working in a warehouse environment
Bachelor's or Associate's Degree in Computer / IT related field or equivalent work experience
Ability to write and utilize SQL scripts to pull data from complex data sets
Experience troubleshooting warehouse device equipment such as RF Barcode Scanners, Zebra label printers, and other peripherals/devices.
Experience with technical documentation and presenting succinct analysis to leadership
Eagerness to learn production workflows, processes and adopting systems best practices
Strong customer service and organizational skills while keeping attention to detail.
Proven ability to handle multiple tasks concurrently and prioritize accordingly.
Excellent communication, interpersonal and team-building skills.
Acting as a team player who is dedicated to providing the best results possible.
Having a strong work ethic and desire to be a life-long learner

Nice To Haves

Strong preference for candidates with Manhattan Active Supply Chain

Responsibilities

Prioritize tickets on ServiceNow to ensure our software engineering team is focused on solving the highest impact problems for our end users in a timely manner.
Collaborate across cross functional engineering and business teams to solve high impact incidents with a sense of urgency by providing quality and accurate information.
Identify recurring technical issues and influence the software engineering team to fix their root causes to enhance business productivity.
Create runbooks for repeatable problem fixing by any team member until root cause issues are fixed.
Analyze production or workflow issues by creating and running SQL queries or utilize our proprietary warehouse management system.
Establish and update team wide best practices for the purposes of knowledge management and sharing through technical documentation
Demonstrate accountability and ownership by employing a strong work ethic to solve complex problems from start to finish.
Perform research independently by asking clarifying questions, gather relevant data, and resolve the manner using a data driven approach
Be a team player and assist other members to achieve overall team goals.
Flexibility to provide support to 24/7 fulfillment centers and participate on a rotational or on-call shift, if needed.

Benefits

Paid Holidays
Paid Time Off (PTO)
Full Health Benefits (Medical, Dental, Vision, HSA/FSA)
Life Insurance
Disability Protection (Short Term & Long Term Disability)
Global Wellbeing: Gym/Fitness discounts (including US Peloton, Global ClassPass, and various regional gym memberships)
Mental Health Support (Global Mental Health, Global Wayhealthy Recordings)
Caregiver Services
401K Matching (Employee Matching Program)
Tuition Reimbursement
Financial Health Education (Knowledge of Financial Education - KOFE)
Tax Advantaged Accounts
Family Planning Support
Parental Leave
Global Surrogacy & Adoption Policy