Senior Support Consultant

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.

• 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.
• 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.
• 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…