Own end‑to‑end resolution of Sev1 and Sev2 functional incidents across supply‑chain products.
Act as functional lead during major incidents, ensuring structured triage, cross‑team coordination, and stakeholder communication.
Perform deep functional analysis of warehouse execution, fulfillment flows, inventory movement, and robotics orchestration.
Distinguish between configuration, functional logic, integration, or product defect issues, and drive permanent fixes.
Serve as SME for WES, AFW, and Robotics Hub domains, validating system behavior against business processes.
Leverage AI‑assisted analytics to improve incident triage, RCA quality, and reduce repeat issues.
Guide problem‑management initiatives to improve platform stability and operational efficiency.
Create and maintain RCA artifacts, SOPs, and reusable knowledge assets.
Provide functional leadership and mentoring to junior L2 engineers.
Support project and implementation activities as required.

Strong experience in Senior L2 functional support for supply‑chain, warehouse execution, or fulfillment platforms.
Proven ability to independently manage Sev1 and Sev2 incidents with SLA discipline.
Solid understanding of warehouse and supply‑chain functional flows, including execution, fulfillment, and exception handling.
Working knowledge of logs, dashboards, monitoring tools, APIs, and event‑driven integrations.
Strong analytical and problem‑solving capability with a root‑cause and prevention mindset.
High level of ownership, accountability, and clear communication in high‑pressure scenarios.

Senior Support Engineer

Key skills