We are looking for a Senior Application Support Engineer to provide hands-on application support and operational stability for critical warehouse and transportation technology platforms in Westerville, Ohio. This Long-term Contract role focuses on maintaining system performance, resolving complex production issues, and partnering across technical and business teams to keep fulfillment and shipping processes running smoothly. The position also contributes to application improvements, technical documentation, user guidance, and recovery preparedness for essential enterprise systems.
Responsibilities:
- Deliver advanced support for warehouse management, transportation, and related peripheral applications to ensure reliable day-to-day operations.
- Investigate incidents, analyze system behavior, and drive root cause resolution for complex application and integration issues.
- Partner with frontline support and senior technical teams to coordinate escalations, communicate status, and restore service efficiently.
- Maintain and administer SaaS platforms along with Windows- and Linux-based supporting systems used in distribution and shipping environments.
- Configure and support outbound shipping workflows, including troubleshooting carrier and transportation system integrations.
- Create and update technical documentation, operational procedures, and end-user guidance to improve support readiness and knowledge sharing.
- Contribute to disaster recovery planning and participate in recovery exercises to help validate application resilience.
- Perform targeted development or scripting work when needed to correct underlying issues while following established engineering standards.
- Work with cross-functional stakeholders on software installation, release coordination, and production readiness activities across multiple departments.
- Mentor less experienced team members and recommend enhancements that improve support efficiency, application performance, and customer experience.
- Experience providing Tier 2 or comparable application support for enterprise warehouse management platforms, preferably Manhattan Active Warehouse Management.
- Working knowledge of warehouse operations such as receiving, picking, packing, shipping, and labor-related processes.
- Strong troubleshooting skills with the ability to review logs, diagnose technical issues, and identify root causes.
- Proficiency with SQL for querying data, validating transactions, and supporting application diagnostics.
- Experience using incident and service management tools such as ServiceNow in a production support environment.
- Familiarity with SaaS applications, cloud-based architectures, and modern deployment approaches.
- Ability to support integrated systems across Windows and Linux environments, including peripheral or connected operational platforms.
- Effective communication skills with experience documenting processes, training users, and collaborating across technical and business teams.