WMS Support Engineer

About This Role

As a WMS Support Engineer, you will lead root cause analysis for complex incidents, troubleshoot interface issues, and define support procedures for FDM4 WMS across various warehouse operations. You will also provide on-call support and monitor WMS health to ensure efficient warehouse operations.

Responsibilities

• 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

Requirements

• 8+ years of hands-on experience supporting Warehouse Management Systems
• 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
• Proven experience in incident, problem, and change management (ITIL)
• Demonstrated ability to create and maintain SOPs, knowledge articles, and configuration documentation for L1/L2 and operations teams
• Strong stakeholder management skills
• 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

Qualifications

• 8+ years of hands-on experience supporting Warehouse Management Systems, including at least 3 years as an L3 / SME in a production environment

Skills

* Required skills