Application Support Analyst, Fulfillment Execution

Location: Boston, Massachusetts, United States

Department: Full Stack Engineering

Team: Engineering & Technology

About the Role

Wayfair's Fulfillment Execution Engineering team is seeking an Application Support Analyst to embed directly with the Warehouse Management software engineering team. This role focuses on accelerating incident resolution and proactively addressing trending issues in the next-generation Warehouse Management System (WMS) platform that powers Wayfair's physical supply chain. As the frontline for application support, you will manage incoming requests through Slack channels, email, and ServiceNow tickets, triaging problems, resolving those beyond Tier 1 capabilities, and partnering with engineers to prioritize critical bug fixes specific to warehouse and logistics operations. The team serves as the technical core of Wayfair's supply chain, building and scaling innovative WMS solutions to optimize fulfillment execution across warehouses. This position offers hands-on involvement in real-time logistics challenges, from rapid issue resolution to enhancing system reliability for high-volume e-commerce operations. Ideal for those passionate about warehouse technology, the role combines support engineering with direct impact on operational efficiency and supply chain performance. By joining this team, you'll contribute to faster problem-solving in a dynamic environment, ensuring seamless warehouse management that supports Wayfair's massive scale in furniture and home goods logistics.

Key Responsibilities

• Embed with Warehouse Management software engineering team
• Handle incoming support requests via Slack, email, and ServiceNow tickets
• Triage problem reports from T1 support
• Resolve issues beyond T1 support capabilities
• Collaborate with software engineers to prioritize bug fixes
• Improve incident resolution time for fulfillment systems
• Identify and fix trending problems in WMS platform
• Act as point person for application support in logistics operations
• Support scaling of next-generation Warehouse Management System

Required Qualifications

• Experience in application support or incident management
• Familiarity with Warehouse Management Systems (WMS)
• Ability to triage and resolve technical issues
• Strong problem-solving skills in logistics environments
• Experience handling support requests via Slack, email, and ticketing systems like ServiceNow
• Knowledge of supply chain operations
• Technical background in software support for fulfillment systems
• Ability to collaborate with engineering teams on bug prioritization

Preferred Qualifications

• Experience in warehouse operations or fulfillment execution
• Background in physical supply chain technologies
• Prior work with Wayfair's WMS platform
• Engineering degree or equivalent in logistics/software

Required Skills

• Application support engineering
• Incident triage and resolution
• Slack and email support handling
• ServiceNow ticketing expertise
• Warehouse Management System (WMS) knowledge
• Supply chain operations understanding
• Bug prioritization collaboration
• Problem-solving in fulfillment contexts
• Technical troubleshooting for logistics software
• Communication with engineering teams
• Trending issue identification
• Logistics platform scaling
• Full stack support awareness
• Physical supply chain familiarity
• Customer-facing support in warehouse tech

Benefits

• Join a high-impact team at the heart of Wayfair's supply chain
• Work on cutting-edge Warehouse Management System platform
• Collaborate with top engineering talent in fulfillment execution
• Improve real-world logistics and warehouse operations
• Opportunity to scale physical supply chain technologies
• Exposure to full stack engineering in e-commerce logistics
• Fast-paced environment driving incident resolution improvements
• Contribution to Wayfair's next-generation fulfillment infrastructure

Wayfair is an equal opportunity employer committed to diversity and inclusion.