Support Engineer

STACI AMERICAS•Suwanee, GA

4d•$75,000 - $85,000•Onsite

About The Position

The Support Engineer provides Level 2 technical support for end users, business systems, and proprietary applications, with a strong focus on the organization’s custom Warehouse Management System (WMS), associated SQL databases, and core IT services. The role is an escalation point for complex application, data, and system issues and helps maintain operational continuity across warehouse and corporate environments. The Support Engineer works with IT, operations, and development teams to resolve incidents, support system enhancements, and improve system reliability, user experience, and support processes. This is a 100% onsite role with an on-call rotation. The position operates across office, warehouse, fulfillment center, and vendor or client environments, and may involve travel by air and car to multiple sites. The role includes occasional movement in and out of trailers and around warehouse equipment.

Requirements

2–4+ years of experience in technical support, systems support, or application support, providing Level 2 or higher support.
Hands-on experience supporting business-critical applications; logistics, warehouse, or manufacturing experience is preferred.
Practical experience with SQL databases, including running queries for troubleshooting and data validation; intermediate query skills are 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.
Ability to diagnose and resolve issues spanning applications, data, systems, and user workflows.
Strong troubleshooting, analytical, and problem-solving skills, including the ability to work under pressure in operational environments.
Ability to communicate technical issues and resolutions clearly to technical and non-technical users.
Ability to prioritize multiple concurrent tickets, maintain detailed documentation, and collaborate with IT, developers, operations teams, and external vendors.
Ability to travel to multiple sites and provide after-hours support as needed.
Ability to talk and hear regularly; stand, walk, use hands to handle or feel objects, and reach with hands and arms frequently; may need to lift up to 25 lbs.

Nice To Haves

Experience supporting Warehouse Management Systems (WMS) or other logistics or operations platforms.
CompTIA A+, Network+, or similar certifications.
Experience supporting warehouse devices such as scanners, printers, and labelers.
Experience working in a logistics or warehouse environment.
Intermediate SQL query experience.

Responsibilities

Provide Level 2 technical support for internal users and act as an escalation point for application, system, and infrastructure issues.
Support proprietary WMS platforms, internal client portals, and custom business applications, troubleshooting application behavior, data issues, and user workflows.
Troubleshoot SQL database issues by validating data, running queries, investigating discrepancies, and escalating database defects when necessary.
Manage, prioritize, and resolve support requests through the IT ticketing system, providing timely communication and accurate documentation.
Support workstations, printers, scanners, warehouse devices, and other peripherals.
Create and maintain user accounts in Active Directory and Microsoft 365, including email provisioning, access changes, and account lifecycle management.
Perform user onboarding, workstation imaging, hardware setup, migrations, and equipment refreshes.
Install, configure, maintain, and troubleshoot end-user hardware, software, and network-connected devices.
Analyze and isolate issues across applications, systems, and infrastructure, identifying root causes and determining resolution or escalation.
Work with users to understand business impact, clarify requirements, and provide guidance during issue resolution.
Maintain accurate ticket notes, work logs, and technical documentation.
Develop and maintain support documentation, procedures, and knowledge base articles.
Collaborate with senior IT staff, developers, and operations teams on application changes, system improvements, and process enhancements.
Identify incident trends and recurring issues and recommend improvements to tools, processes, or system design.
Keep technical knowledge current, particularly in WMS, SQL, and enterprise IT systems.
Participate in projects and initiatives, including system upgrades, deployments, and operational improvements.
Travel to multiple sites as needed and provide after-hours support during critical incidents, maintenance windows, or project work.