Senior Support Consultant

Da Vinci

. Own complex and high-priority tickets from intake through resolution, including advanced L2 and L3 issues .

Posted 11/7/2026full-timeRemote • United StatesSenior💰 $100,000 - $120,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Warehouse Management Systems (WMS) and database troubleshooting, with a strong ability to communicate technical concepts to diverse stakeholders. Proven experience in client-facing roles, supporting enterprise software, and leading knowledge-sharing initiatives.

Highest-signal resume keywords

Warehouse Management Systems (WMS)SQL Database TroubleshootingClient-Facing ExperienceCross-System Issue ResolutionKnowledge Base Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQLWarehouse ManagementRoot Cause AnalysisProcess ImprovementEnterprise Software SupportTechnical DocumentationData ResearchConfiguration Best PracticesTroubleshootingMentoring

Soft Skills

Strong CommunicationCollaborationCustomer AdvocacyTraining FacilitationProblem-Solving

Tools & Technologies

ZendeskJiraERP SystemsAutomation SystemsThird-Party Vendor Coordination

Industry Keywords

Supply ChainClient-Facing RoleWarehouse OperationsTechnical SupportImplementation Partner

Tech Stack

Tools & technologies

ERPSQL

About the role

Key responsibilities & impact

Own complex and high-priority tickets from intake through resolution, including advanced L2 and L3 issues
Investigate functional and technical warehouse management issues in production, perform root cause analysis, and implement durable solutions
Communicate directly with DVU customers about ticket status and resolution plans
Partner with Engineering and internal teams to resolve issues effectively
Advise customers on WM configuration, workflows, and best practices after go-live
Review receiving, putaway, inventory control, picking, packing, and shipping processes and recommend improvements
Troubleshoot interactions between DVU solutions and external ERP, transportation, automation, or equipment systems
Coordinate with customer IT teams and third-party vendors to resolve cross-system problems
Use SQL to research data and system behavior and validate fixes
Document findings, resolutions, best practices, and knowledge base articles
Explain technical concepts to technical and non-technical stakeholders
Join customer calls and issue reviews as a WM subject matter expert
Support Customer Success with open and closed issue reporting
Collaborate with Engineering, Product Management, Implementation, and Technical Support
Advocate for product enhancements and bug fixes based on customer feedback
Share WM expertise with Technical Support Analysts
Lead knowledge-sharing sessions on troubleshooting, WM product insights, and process improvements

Requirements

What you’ll need

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 (SQL)
3 years of experience supporting or deploying enterprise software
Experience troubleshooting issues between WM software and external systems, such as ERP, transportation, or automation systems
Thrives in a remote working environment
Hands-on experience with a Tier 1 WMS platform and knowledge of warehouse operations
Experience mentoring or leading junior support or consulting staff
Familiarity with a ticketing system such as Zendesk and an issue tracker such as Jira
Strong written and verbal communication, including with executive and operations stakeholders
Experience building knowledge base content and leading training or knowledge-sharing sessions

Benefits

Comp & perks

Fully remote environment
Regular in-person company gatherings
GO - PTO days
401k plan with 4% company match
Competitive medical, dental, and vision insurance
7 Paid Company Holidays
Paid Sick Days