Senior Support Consultant

About this role

The Senior Support Consultant brings deep warehouse management (WM) expertise to supporting DVU customers at DaVinci after go-live. You bring WM functional and technical knowledge to resolve complex post-implementation issues and advise customers on how to get the most from their WM solution.
You combine hands-on troubleshooting with coaching. You make sure root causes are found and fixed, you raise the quality of every customer engagement, and you help build a high-performing, customer-focused support team.
Key Responsibilities

• Hands-On Ticket Resolution

• Own complex and high-priority tickets from intake through resolution, including advanced L2 and L3 issues.

• Investigate complex functional and technical WM issues in production, perform root cause analysis, and implement durable solutions.

• Communicate directly with DVU customers, giving clear, empathetic, and timely updates on ticket status and resolution plans.

• Partner with Engineering and other internal teams to drive fast, effective resolution and keep the customer informed throughout.

• Warehouse Management Consulting

• Act as a support consultant across DaVinci’s WM solutions, advising customers on configuration, workflows, and best practices once they are live.

• Review customer processes (for example receiving, putaway, inventory control, picking, packing, and shipping) and recommend changes that improve accuracy and throughput.

• Help customers adopt new functionality and resolve recurring issues caused by process or configuration rather than product defects.

• External Systems Support

• Troubleshoot issues where DVU solutions interact with customers’ external systems, such as ERP, transportation, and automation or equipment systems, to determine where the issue originates.

• Coordinate with customer IT teams and third-party vendors to isolate and resolve cross-system problems.

• Interface development and implementation work is out of scope for this role and stays with the Implementation and Engineering teams.

• Root Cause Analysis & Knowledge Management

• Go beyond symptomatic fixes to identify and address root causes, and track recurring issues to reduce repeat tickets.

• Use SQL to research data and system behavior, and validate fixes.

• Write and maintain detailed documentation of findings, resolutions, and best practices, including knowledge base articles for customers and the support team.

• Customer-Centric Communication

• Explain complex technical concepts clearly to audiences from non-technical warehouse stakeholders to senior engineers.

• Join customer calls and issue reviews as a WM subject matter expert, and help Customer Success prepare open and closed issue reporting.

• Maintain a positive, customer-focused approach that builds trust and satisfaction.

• Cross-Functional Collaboration

• Work closely with Engineering, Product Management, Implementation, and Technical Support to drive end-to-end issue resolution.

• Act as the bridge between customer feedback and the product roadmap, advocating for key enhancements and bug fixes.

• Team Collaboration

• Share WM expertise with fellow Technical Support Analysts to support their professional growth and skill development.

• Set high standards for productivity, accuracy, and customer empathy, and model best practices.

• Lead periodic knowledge-sharing sessions on troubleshooting techniques, WM product insights, and process improvements.

Minimum Requirements

• Four-year bachelor’s degree (or foreign equivalent) in computer science, engineering, business, supply chain, or a related field

• 3–5 years of experience in a client-facing role within a supply chain or software organization

• 3+ years of consulting or senior support experience in the warehouse management field, ideally with a Tier 1 WMS provider or one of its implementation partners

• 1 year of experience with database troubleshooting (SQL)

• 3 years of experience supporting or deploying enterprise software

• Experience troubleshooting issues between WM software and external systems (such as ERP, transportation, or automation systems)

• Thrives in a remote working environment

Preferred Qualifications

• Hands-on experience with a Tier 1 WMS platform and knowledge of warehouse operations

• Experience mentoring or leading junior support or consulting staff

• Familiarity with a ticketing system such as Zendesk and an issue tracker such as Jira

• Strong written and verbal communication, including with executive and operations stakeholders

• Experience building knowledge base content and leading training or knowledge-sharing sessions

Key Performance Indicators

• Average response and resolution times on escalated tickets, benchmarked against established SLAs

• Resolution of advanced L2 and L3 issues, including first-time fix rate

• Reduction in repeat issues through root cause analysis and knowledge base content

• Accuracy and completeness of ticket documentation and categorization

• Customer satisfaction ratings (if applicable)

• Contribution to team knowledge sharing and documentation (team feedback)

Our Core Values

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Customer Success – Our customer’s success is our success. We go above and beyond to make sure we provide exceptional solutions and support that “delights” our customers

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Pursuit of Excellence – We are dedicated to providing first class products and services and invest the time to achieve this objective. This includes a drive for continued learning to master one’s area of expertise and expand skill sets

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Empower Others Succeed – We are a team-oriented environment that thrives on collaboration, sharing knowledge, and empowering & supporting others to succeed in their roles. As a rapidly growing company with many new employees, this is a cornerstone of our culture

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All About Results – Our team understands that positive outcomes and achieving goals are paramount to our success. We give employees the flexibility to achieve their results along with…