Engineer II Application Support
Engineer II Application Support
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Job Description
Candidates for this position are preferred to be based in Bangalore India and will be expected to comply with their teams hybrid work schedule requirements.
We are seeking a dedicated Order Lifecycle Engineer II to play a crucial role in providing technical support to Wayfairs Customer Service teams. This position solves technical issues related to the order management tools that are essential to our customer service teams. This position prides itself on being experts of Wayfairs order management system. They work in an agile environment and respond quickly to major system outages. This role will work collaboratively with platform engineers to understand root cause and help improve system uptime.
What Youll Do:
- Respond promptly to incidents affecting the order management systems used by the Customer Service team by working through a ticket queue within the ServiceNow ticket platform.
- Troubleshoot and resolve issues with order management tools and customer relationship management (CRM) tools to minimize disruption to customer service operations.
- Act as a critical player in major incident response scenarios working closely with platform engineers to quickly restore service and mitigate impact on customers and the business.
- Collaborate closely with platform engineers to provide constructive feedback on the order management tools identifying areas for improvement and prevention of future issues.
- Proficiency in extracting and analyzing patterns from incident reports to propose improvements for the order management system and CRM.
- Add to and maintain a known error database (KEDB) in conjunction with team members.
- Develop and maintain documentation for troubleshooting procedures and incident resolution.
- Document organize and track incidents into problems so they can be escalated to the appropriate platform engineering team for resolution.
- Communicate and work closely with business stakeholders and engineering partners.
- Provide training and support to junior and new team members that covers systems policies procedures and core processes.
- Train build and share knowledge with our end user support teams that enable them to better support their stakeholders and solve issues
- Quickly recognize inefficiencies assess conditions & work with service ownership of developing an advantageous solution
- Identify business problems and propose solutions
- Responsible in driving and maintaining team ticket service levels
- Be agile to stay uptodate with new features and workflows that are added to the order management systems
What Youll Need:
- Proven experience in technical support or a similar role with a focus on incident response and troubleshooting.
- Strong understanding of order lifecycle management and customer service processes.
- Excellent problemsolving skills and the ability to work under pressure during major incidents.
- Effective communication skills with the ability to convey technical information to nontechnical stakeholders.
- Experience working with crossfunctional teams to improve tools and systems.
- A customercentric mindset with a commitment to ensuring a highquality experience for both internal users and external customers.
- Proficient in SQL scripting: Experience constructing statements/script to manipulate data to help remove roadblocks/obstacles that may be impacting workflows on the floor.
- Proficient in data analytics and visualization tools: Datadog Kibana and Google Big Query
This role is essential for maintaining the smooth operation of Wayfairs order management tools and ensuring that our Customer Service team can continue to delight our customers with efficient and effective service. 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). If you have the skills and experience were looking for wed love to hear from you.
About Wayfair Inc.
Wayfair is one of the worlds largest online destinations for the home. Whether you work in our global headquarters in Boston or in our warehouses or offices throughout the world were reinventing the way people shop for their homes. Through our commitment to industryleading technology and creative problemsolving we are confident that Wayfair will be home to the most rewarding work of your career. If youre looking for rapid growth constant learning and dynamic challenges then youll find that amazing career opportunities are knocking.
No matter who you are Wayfair is a place you can call home. Were a community of innovators risktakers and trailblazers who celebrate our differences and know that our unique perspectives make us stronger smarter and wellpositioned 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. Thats why were 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 genetic information or any other legally protected characteristic.
Your personal data is processed in accordance with our Candidate Privacy Notice If you have any questions or wish to exercise your rights under applicable privacy and data protection laws please contact us at.
Employment Type
Full Time
