Engineer II, Application Support

Engineer II - Application Support

Who We Are:

Wayfair.com is a leader in the e-commerce space for all things home. Our platforms support millions of people searching every day for the perfect item, and provide a unique purchase and delivery experience. Here at Wayfair, data drives everything that we do. Come help us continue to build innovative solutions, leading up to our next $10B in revenue!

Employee Tech at Wayfair is responsible for providing technology services and support for all Wayfairians globally. Our goal is to enable employee productivity through collaboration and innovation to help our employees provide our customers with a home that they love! We’re looking to grow our Warehouse IT team by bringing on a talented individual who wants exposure to our broad desktop computing tech stack and complex technical warehouse infrastructure.

What You’ll Do

• Create and maintain documentations
• Analyze production or workflow issues by creating and running SQL queries or utilize our proprietary warehouse management system.
• Prioritize tickets on ServiceNow to ensure our end users receive updates and resolutions in a timely manner.
• Provide mentorship and training programs to other members of the team. 
• Ability to triage incidents, create PainScore and initiate PagerDuty incidents
• Proactively seeks out ways to improve and drive one's own career development
• Collaborate across cross functional engineering and business teams to solve high impact incidents with a sense of urgency by providing quality and accurate information.
• Identify recurring technical issues and fix their root causes to enhance business productivity.
• Demonstrate accountability and ownership by employing a strong work ethic to solve complex problems from start to finish.
• Communicates and collaborates with system outages and high priority incidents affecting business flow in an effective and timely manner with a sense of urgency to key stakeholders and resources, providing quality research and documentation on events. 
• Perform research independently by asking clarifying questions, gather relevant data, and resolve the manner using a data driven approach
• Be a team player and assist other members to achieve overall team goals.
• Flexibility to provide support to 24/7 global support and participating on a rotational or on-call shift, if needed.

What You’ll Need

• Bachelor’s or Associate’s Degree in Computer/IT related field or equivalent work experience.
• Prior experience providing technical support in a warehouse or experience with warehouse management systems.
• Ability to work onsite within the warehouse facility
• Eagerness to learn production workflows, processes and adopting systems best practices
• Proven ability to write and understand SQL queries
• Strong customer service and organizational skills while keeping attention to detail.
• Proven ability to handle multiple tasks concurrently and prioritize accordingly.
• Excellent communication, interpersonal and team-building skills.
• Being a team player who is dedicated to providing the best results possible.
• Having a strong work ethic and desire to be a life-long learner.
• Experience in ServiceNow, provide timely updates to end users and provide technical notes.
• Experience in executing Postman scripts.
• Basic knowledge of running Python scripts.