WMS Support Engineer

Summary:

• Lead RCA and permanent fixes for complex, recurring FDM4 WMS incidents and problems across inbound, storage, picking, shipping, and inventory flows.
• Troubleshoot and coordinate resolution for interface issues between FDM4 WMS, FDM4 ERP, BY OMS and other systems.
• Define and enforce support runbooks, SOPs, and knowledge base for L2 teams.
• Provide on-call and peak season support coverage as the FDM4 WMS SME and coordinate incident bridges for critical issues.
• Monitor key WMS health and warehouse KPIs and open structured problem tickets or requests to dev/vendor teams when code changes are required. 

• Minimum 8+ years of hands-on experience supporting Warehouse Management Systems, including at least 3 years as an L3 / SME in a production environment.
• Direct experience supporting any WMS in a multisite distribution network.
• Strong ability to analyze FDM4 logs, jobs/batches, and interface messages to isolate root causes.
• Working knowledge of SQL or similar query tools for data validation, transaction tracing, and inventory/order reconciliation.
• Familiarity with RF devices, label printers, and warehouse network basics sufficient to collaborate with infrastructure teams on end-to-end issue resolution.
• Proven experience in incident, problem, and change management (ITIL), including running bridge calls and documenting RCAs.
• Demonstrated ability to create and maintain SOPs, knowledge articles, and configuration documentation for L1/L2 and operations teams.
• Strong stakeholder management skills, able to work directly with DC managers, operations leaders, and business owners under time pressure.
• Excellent communication skills, with the ability to explain complex FDM4 behavior in simple terms to non-technical users.
• Experience in server-side programming in any object-oriented languages like Java, Python etc.
• Ability to work as an individual contributor and solving complex problems