Job ID: JOB_ID_750
Role Overview: WMS Support Specialist (L3/SME)
We are seeking a highly skilled and experienced Warehouse Management System (WMS) Support Specialist to join our production support team in California. This role is critical for maintaining the operational efficiency of our multisite distribution network. As an L3 Subject Matter Expert (SME), you will be responsible for resolving complex technical issues, optimizing system performance, and ensuring seamless integration across various warehouse technologies. The ideal candidate will have a deep understanding of WMS architecture and a proven track record of supporting high-volume logistics environments.
Key Responsibilities and Duties
- Provide advanced L3 technical support for Warehouse Management Systems in a 24/7 production environment, ensuring minimal downtime for critical distribution operations.
- Analyze and troubleshoot complex system issues by deep-diving into FDM4 logs, batch jobs, and interface messages to identify and resolve root causes.
- Utilize SQL and other data query tools to perform rigorous data validation, transaction tracing, and reconciliation of inventory and order data.
- Collaborate closely with infrastructure and network teams to resolve hardware-related issues involving RF devices, label printers, and warehouse-specific network configurations.
- Lead incident, problem, and change management processes following ITIL frameworks, including facilitating bridge calls for high-priority issues and documenting comprehensive Root Cause Analysis (RCA) reports.
- Develop and maintain high-quality Standard Operating Procedures (SOPs), knowledge base articles, and system configuration documentation to empower L1 and L2 support teams.
- Act as a primary liaison between IT and warehouse operations, working directly with DC managers and business owners to address technical challenges under time-sensitive conditions.
- Translate complex technical behaviors and system limitations into clear, actionable business terms for non-technical stakeholders.
- Perform server-side programming and scripting using object-oriented languages such as Java or Python to automate support tasks and enhance system monitoring.
- Monitor system health and performance metrics, proactively identifying potential bottlenecks before they impact warehouse productivity.
- Participate in system upgrades, patch testing, and deployment activities to ensure continuous improvement of the WMS ecosystem.
Technical Qualifications and Experience
- Minimum of 6-8 years of hands-on experience in supporting enterprise-level Warehouse Management Systems.
- At least 3 years of experience serving as an L3 Support Engineer or SME in a large-scale production environment.
- Direct experience supporting WMS platforms within a multisite distribution network is mandatory.
- Expertise in log analysis, specifically with FDM4 or similar enterprise logging frameworks.
- Advanced proficiency in SQL for complex data manipulation and troubleshooting.
- Strong understanding of ITIL methodologies and best practices for service management.
- Familiarity with warehouse hardware including handheld RF scanners, thermal printers, and industrial networking.
- Proficiency in at least one object-oriented programming language (Java, Python, etc.) for backend support and automation.
- Excellent communication and stakeholder management skills, with the ability to remain calm and effective under pressure.
Special Requirements
Onsite requirement in San Ramon or Beverly Hills, CA; Experience with FDM4 logs required.
Compensation & Location
Salary: $115,000 – $165,000 per year (Estimated)
Location: San Ramon, CA
Recruiter / Company – Contact Information
Recruiter / Employer: DVG Tech Solutions
Email: peter@dvgts.com
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