Solution Support Engineer

3 days ago

Fatih, Istanbul, Turkey Logiwa WMS Full time

Logiwa is a premier provider of warehouse management and fulfillment software, offering cloud-based solutions designed for modern business needs. Our Logiwa IO Fulfillment Management System is crafted to support businesses in various sectors, including B2C, DTC, and third-party logistics (3PL). Unlike legacy WMS solutions, we deliver an agile, scalable, and innovative approach tailored to meet the demands of high-volume fulfillment.

With headquarters in Chicago and Istanbul, we operate internationally, assisting companies across North America, Europe, and Asia with cutting-edge warehouse management technologies.

Why work at Logiwa?

At Logiwa, our mission is to fulfill brilliantly. We aim to revolutionize fulfillment by combining innovative technology with human expertise, enabling businesses to operate smarter, faster, and more sustainably. We envision a future where companies of all sizes can easily navigate the complexities of modern supply chains, optimize workflows, reduce costs, and enhance customer satisfaction. By combining cutting-edge technology with real-time insights, we strive to make supply chains smarter, more agile, and better connected.

We fulfill brilliantly for our people as well.

At Logiwa, we prioritize accountability, responsiveness, and togetherness. We stand by our work with reliability and trust, ensuring everyone can count on us. Staying connected is key. We listen, respond, and value every conversation to build meaningful relationships with our customers and our coworkers, locally and across the globe. Our collaborative spirit drives us to grow, learn, and innovate as a team, celebrating each other's successes and achieving more together.

Logiwans are creative innovators, analytical thinkers, supply chain specialists, relationship builders, and more. If you're looking for a small but mighty team where your ideas have impact, and your career can take off, then Logiwa is a great place for you

The Role

As the Solution Support Engineer (APAC) at Logiwa you will be responsible for providing advanced technical support to customers, typically in a software or technology company. You will troubleshoot and resolve complex customer issues, as well as collaborate with cross-functional teams to ensure customer satisfaction.

What You'll Do

  1. Respond to customer inquiries/escalations and resolve technical issues through various communication channels, such as Zoom calls and emails.
  2. Analyze and diagnose technical problems reported by customers and provide effective solutions.
  3. Collaborate with software development, product management, and quality assurance teams to resolve customer issues and improve product functionality.
  4. Document troubleshooting procedures and create knowledge base articles for common customer inquiries.
  5. Log and manage customer issues in a ticketing system, ensuring that all customer interactions and resolutions are documented.
  6. Continuously evaluate and improve support processes and procedures to enhance customer satisfaction and efficiency.
  7. Train and mentor junior support engineers, providing guidance and technical expertise to assist in problem resolution.
  8. Collaborate with sales and account management teams to ensure customer success and identify opportunities for upselling or cross-selling.
  9. Stay updated on industry trends and new technologies to provide proactive support and effectively address customer needs.

You Have:

  1. BS/MS in engineering or computer science, or industrial engineering.
  2. At least 5 years of experience in providing technical support for WMS(Warehouse Management System) solutions
  3. Knowledge of warehouse operations is a must
  4. Experience with WMS software applications is a must
  5. Advanced ability to analyze and resolve issues.
  6. A good understanding of computer systems, printers, mobile devices, and other tech products.
  7. Excellent problem-solving and communication skills.
  8. The ability to work independently while researching and developing solutions to customer issues, but also being able to collaborate in a team environment.
  9. Proven ability to apply analytical and systems thinking to complex problems.
  10. The ability to provide step-by-step technical help, both written and verbal.
  11. Excellent written and verbal communication skills in English.
  12. Experience in MS SQL, Open API, and EDI.
  13. Familiarity with remote desktop applications and help desk software, such as SalesForce.

***IMPORTANT NOTE: The candidates for this position must be located in India and able to work remotely.

Employment & Payroll

Regarding global candidates, we are working with "Deel.com" for all employment and payroll processes. Therefore, the compensation package and benefits stated above may vary from one country to another.

Location & Working Model

We are working in a full remote model.

Company Culture

In Logiwa we give importance to creating a flexible and trusting workplace where everyone can work in harmony and be their best working self. We embrace teamwork and collaboration. We work hard but also play hard in monthly happy hours and team gatherings.

In Logiwa we believe in the power of diversity. We hire without prejudice and discrimination against language, religion, ethnicity, race, gender, sexual orientation, age or disability status. We think that our diverse cultures, backgrounds, beliefs, values, abilities, and lifestyles help us learn from each other and create a stronger company culture. We're proud to have a genuinely diverse and inclusive workplace. We hire solely on the basis of the measurable technical examinations and competency-based interviews with equity and equality in mind.

We're looking forward to receiving your application

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