Application Support Engineer - 2nd Line

Location: Lutterworth, United Kingdom

Department: Site Reliability Engineering

Team: Engineering & Technology

About the Role

Wayfair's Application Support Engineer - 2nd Line role, based at Magna Park in Lutterworth, UK, is pivotal for maintaining high-reliability warehousing systems within the Site Reliability Engineering department. Operating on a Monday to Friday 12pm-8pm shift, this Tier 2 position serves as the critical bridge between frontline support and development teams, focusing on resolving complex issues in warehouse management systems, building automations to enhance logistics efficiency, and integrating services via APIs across Wayfair's expansive warehouse network. The role emphasizes delivering measurable improvements in system uptime and operational performance, directly impacting Wayfair's logistics and fulfillment operations. Engineers will work hands-on with engineering teams to troubleshoot intricate warehousing challenges, optimize workflows, and implement tools that reduce downtime and boost throughput in a fast-paced e-commerce environment. This position offers comprehensive benefits tailored to support work-life balance and professional growth, making it ideal for experienced IT professionals passionate about warehouse logistics and scalable operations at one of the world's leading online furniture retailers.

Key Responsibilities

• Resolve complex issues in warehousing systems as Tier 2 support
• Build powerful automations to streamline warehouse operations
• Deliver continuous, measurable improvements across the warehouse network
• Act as a bridge between support, engineering, and development teams
• Integrate services through APIs for enhanced logistics efficiency
• Troubleshoot and optimize system reliability in Magna Park warehouse
• Collaborate on operational efficiency initiatives in logistics
• Monitor and improve performance of warehouse applications
• Support afternoon shift operations (12pm - 8pm, Mon-Fri)

Required Qualifications

• Experience in Tier 2 application support or equivalent
• Strong background in resolving complex warehousing system issues
• Proficiency in building automation tools for warehouse operations
• Knowledge of API integrations for logistics services
• Understanding of warehouse management systems (WMS)
• Ability to drive continuous improvements in system reliability
• Experience working with engineering and development teams
• Relevant technical degree or equivalent experience in logistics IT

Preferred Qualifications

• Experience in warehouse network operations at scale
• Familiarity with Wayfair's logistics and fulfillment systems
• Shift work experience (afternoon/evening hours)
• Background in site reliability engineering (SRE)

Required Skills

• Warehouse system troubleshooting
• Automation scripting and tool development
• API integration and service orchestration
• Logistics operations knowledge
• System reliability engineering
• Problem-solving for complex issues
• Collaboration with dev and ops teams
• Performance monitoring and optimization
• Warehouse Management Systems (WMS)
• Shift-based support delivery
• Continuous improvement methodologies
• Technical communication skills
• Analytical thinking for operational efficiency

Benefits

• Wayfair Employee Discount
• Private Medical Care
• Dental Care
• Gym Membership
• Tuition Reimbursement
• 25 Days starting Holiday (with tenure entitlement) + Bank Holidays
• Pension
• Cycle to Work scheme

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