Application Support Engineer

Stord is The Consumer Experience Company, powering seamless checkout through delivery for today's leading brands. Stord is rapidly growing and is on track to double our revenue in the next 18 months. To meet and exceed this target, Stord is strategically scaling teams across the entire company, and seeking energetic experts to help us achieve our mission.

By combining comprehensive commerce-enablement technology with high-volume fulfillment services, Stord provides brands a platform to compete with retail giants. Stord manages over $10 billion of commerce annually through its fulfillment, warehousing, transportation, and operator-built software suite including OMS, Pre- and Post-Purchase, and WMS platforms. Stord is leveling the playing field for all brands to deliver the best consumer experience at scale.

With Stord, brands can increase cart conversion, improve unit economics, and drive sustained customer loyalty. Stord’s end-to-end commerce solutions combine best-in-class omnichannel fulfillment and shipping with leading technology to ensure fast shipping, reliable delivery promises, easy access to more channels, and improved margins on every order.

Hundreds of leading DTC and B2B companies like AG1, True Classic, Native, Seed Health, quip, goodr, Sundays for Dogs, and more trust Stord to deliver industry-leading consumer experiences on every order. Stord is headquartered in Atlanta with facilities across the United States, Canada, and Europe. Stord is backed by top-tier investors including Kleiner Perkins, Franklin Templeton, Founders Fund, Strike Capital, Baillie Gifford, and Salesforce Ventures.

What You'll Do:

• Assist in developing operational and systemic solutions for business problems inside the organization during second shift hours of 10:00AM EST - 7:00PM EST Monday-Friday with weekend on call support one weekend per month.

• Review and edit requirements, specifications, business processes and recommendations related to proposed WMS and OMS solutions.

• Test system functionality including writing test scripts and executing user acceptance testing.

• Manage and enforce product release deadlines and schedules.

• Assist with training of super users within the organization.

• Validate and maintain end-user documentation.

• Independently resolve support issues (bugs and service requests) for WMS and related applications.

• Responsible for tracking issues and resolving within targeted support SLAs.

• Understand business issues and data challenges of various client organizations and industries.

• Work with APIs and Integration mapping between different business systems.

• Receive, evaluate, prioritize incidents, and provide support for internal and remote users experiencing hardware, software, networking, server, and other technology-related issues.

• Train and assist users on an as needed basis with software and hardware inquiries.

• Embrace an ever-changing environment while simultaneously balancing multiple projects; able to switch priorities and focus as needed

• Ability to work both independently and within a team-oriented environment

• Strong organizational skills with attention to detail

Basic Requirements:

• Bachelor’s Degree in Business Administration, Supply Chain Management, Information Systems or related technology degree preferred.

• 4+ years of related experience training and/or supporting a WMS.

• Experience in logistics including warehousing, packaging and fulfillment.

• Experience in system support working a queue and problem solving, providing solutions, and communicating outcomes.

• Experience with systems for multi-site. warehousing/distribution/fulfillment/logistics operations preferred.

• Understanding of software development cycle. 

• Salesforce, Jira/Confluence experience is preferable. 

• Flexibility - responsibilities may require occasional evening and weekend work. 

Bonus Points:

• Experience with process management.

• Experience uncovering the root causes of issues and presenting preventative measures for resolution.

• Experience writing functional business requirements documentation.

• Experience writing and executing test cases.