[Hiring] Senior Support Consultant @Da Vinci

Role Description

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, ensuring root causes are found and fixed, raising the quality of every customer engagement, and helping build a high-performing, customer-focused support team.

Key Responsibilities

• 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.
• Team Collaboration:
  • 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.

Qualifications

• 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.

Preferred Qualifications

• 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.

Key Performance Indicators

• Average response and resolution times on escalated tickets, benchmarked against established SLAs.
• Resolution of advanced L2 and L3 issues, including first-time fix rate.
• Reduction in repeat issues through root cause analysis and knowledge base content.
• Accuracy and completeness of ticket documentation and categorization.
• Customer satisfaction ratings (if applicable).
• Contribution to team knowledge sharing and documentation (team feedback).

Our Core Values

• Customer Success: Our customer’s success is our success. We go above and beyond to make sure we provide exceptional solutions and support that “delights” our customers.
• Pursuit of Excellence: We are dedicated to providing first class products and services and invest the time to achieve this objective. This includes a drive for continued learning to master one’s area of expertise and expand skill sets.
• Empower Others Succeed: We are a team-oriented environment that thrives on collaboration, sharing knowledge, and empowering & supporting others to succeed in their roles.
• All About Results: Our team understands that positive outcomes and achieving goals are paramount to our success.
• Forward Thinking: Planning and looking ahead is part of our DNA. This includes thinking about how decisions today set us up for success for the short-term and long-term.

Benefits

• Da Vinci offers a fully remote environment – work where it’s convenient for you and the company has regular in-person company gatherings to build team relationships.
• GO - PTO days to provide an opportunity to recharge and spend time on your other passions.
• 401k plan with 4% company match to invest in your future.
• Competitive medical, dental, and vision insurance to support the health & well-being of you and your family.
• 7 Paid Company Holidays + Paid Sick Days.

Compensation

The target salary range for this role is $100,000–$120,000.