Tech Support - OMS Engineer
Tech Support OMS Engineers play an important role in providing technical assistance to Wayfair’s global fulfillment platform through tickets, emails, instant messaging, and remote support interactions. They pride themselves on their system knowledge within our order management system and work to consolidate/theme issues into problems that they escalate to help stabilize/improve our end users workflows.
What You'll Do
-Manage tier 2 Backlog of tickets within Service Now where you’ll groom/resolve/merge issues appropriately
-Provide tier 2 technical level support for critical business applications which enable our order management processes.
-Train, build, and share knowledge with our Tier 1 support teams that enable them to better support their stakeholders and solve issues
-Consolidate tickets into problems and escalate problems to be addressed and resolved by development teams appropriately.
-Construct and provide reports to stakeholders on a regular cadence to outline pain points and themes within our platform
-Add to and maintain a known error database in conjunction with your team members.
What You'll Need
-Minimum 2 years of experience in supporting software tools and systems in a e-commerce company
-Proactive and complex problem solver: Quickly recognize inefficiencies, assess conditions, & work with service ownership of developing an advantageous solution.
-High technical aptitude: Able to understand high-level technologies in a business class and is seen and valued as a subject matter expert.
-Proficient SQL: Experience constructing statements/script to manipulate data to help remove roadblocks/obstacles that may be impacting workflows on the floor.
-Institutional Knowledge, especially the life cycle of an order.
-A history of strong cross-functional collaboration with technical and non-technical teams.
Additional Requirements
There will be PTO blackout times during major sales events and peak times (i.e. Wayday, Black Friday and other days as communicated from management)
About Wayfair Inc.
Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.
No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.