Position Overview:
The Fulfillment Support Engineer is responsible for providing L2/L3 production support for DigiKey's fulfillment and warehouse systems, including Manhattan WMOS 2018, WCS (Knapp), shipping, and related integrations.
This role combines hands-on operational support, incident resolution, technical troubleshooting, and continuous improvement, ensuring system stability while proactively reducing technical debt and improving performance.
The ideal candidate has strong experience (5+ years) with Manhattan WMOS 2018(or other versions), MHE Integration (Knapp or other products), warehouse execution environments, and is comfortable working in a fast-paced, mission-critical operation. Any hands-on expertise in developing .NET-based applications is also a bonus.
Key Responsibilities
Production Support & Operations
- Provide L2/L3 production support for WMOS, WCS, integrations, and related fulfillment platforms
- Own and resolve support incidents with a focus on root cause analysis and long-term corrective actions
- Proactively monitor system health using dashboards, alerts, and logs to prevent operational disruptions
- Participating in on-call rotation and incident management processes
- Ensure SLA adherence and maintain high system availability
- Collaborate with SRE teams to design self-healing automation for recurring failure scenarios
Application & Technical Support
- Troubleshoot and resolve issues across:
- Manhattan WMOS 2018 and Knapp or any other MHE systems
- .NET-based applications and services (good to have)
- Analyze logs, database queries, interfaces, and batch processes to diagnose issues
- Collaborate with infrastructure, database, and integration teams to resolve complex incidents
Business & Systems Analysis
- Analyze current business processes and system behavior to identify improvement opportunities
- Make recommendations supported by critical thinking and cost-benefit analysis
- Partner with business and operations teams to ensure system alignment with operational requirements
- Support minor enhancements, configuration changes, and defect fixes
Collaboration & Knowledge Management
- Participate in knowledge transfer and cross-training initiatives
- Mentor junior engineers and contribute to team skill development
- Create and maintain runbooks, SOPs, and support documentation
Required Knowledge, Skills and Experience
- Bachelor's degree in computer science, Engineering, or related field (or equivalent experience)
- Strong hands-on experience with Manhattan WMOS 2018 (or other versions) and MHE systems
- Experience supporting warehouse management and fulfillment systems
- Strong troubleshooting and debugging skills in production environments
- Experience working with databases (SQL) and system integrations
- Familiarity with ITSM tools (ServiceNow, ADOS, or similar)
Preferred Qualifications:
- Experience with monitoring tools, dashboards, and alerting platforms
- Understanding of shipping, logistics, and fulfillment workflows
- Experience with Agile or DevOps support models
- Prior experience transitioning systems from vendor-supported to in-house teams
Physical Requirements (updated as applicable)
- Work is primarily performed at a desk and/or in an office environment for 3/4 of the day and up
- The office noise level in the work environment is typically moderate
- Generally, spend the workday sitting at a workstation and operating computer devices, such as, but not limited to keyboard, mouse, and screen
- Generally, spend the workday performing repetitive motions that involve or affect the hands, head, and other parts of your body
