Software Support Representative

Hy-Tek Intralogistics
Job Description

Job Title: Software Support Representative  

Department: Client Support Services

Supervisor: Manager, Warranty Administration 

Job Purpose: 

The Software Support Representative for Warehouse Automation Software plays a critical role in ensuring the smooth and reliable operation of our warehouse management and automation platforms.  This position is responsible for providing advanced technical support to end users, resolving complex software issues, and acting as a liaison between warehouse operations, IT teams, and software vendors.  The idea candidate will possess strong technical acumen, excellent communication skills, and a proactive approach to problem-solving in a fast-paced logistics environment. 

Essential Duties and Responsibilities: 

• Serve as the primary point of contact for escalated technical issues related to warehouse automation and management software. 
• Diagnose, troubleshoot, and resolve complex software, hardware, and system integration problems impacting warehouse operations. 
• Provide timely support via phone, email, remote access, and in-person assistance to warehouse staff and management. 
• Document incidents, service requests, and resolutions accurately in the help desk ticketing system. 
• Collaborate with IT infrastructure teams and software vendors to escalate and resolve advanced technical challenges. 
• Assist in the deployment, configuration, and testing of new warehouse automation software releases and updates. 
• Develop and maintain user guides, FAQs, and training materials for warehouse software applications. 
• Monitor system performance and proactively identify potential issues or areas for improvement. 
• Provide mentorship and guidance to Help Desk Specialist I team members. 
• Participate in on-call rotation or after-hours support as needed. 
• All other duties as assigned by supervisor. 

Knowledge, Skills and Abilities Preferred: 

• Associate’s degree in Information Technology, Computer Science, or a related field (Bachelor’s degree preferred). 
• 2+ years of experience in a technical support or help desk role, with experience supporting warehouse or logistics software strongly preferred. 
• Solid understanding of warehouse automation systems (e.g., WMS, conveyor controls, barcode/RFID technology). 
• Familiarity with database management, networking fundamentals, and basic scripting or automation tools. 
• Excellent verbal and written communication skills; able to explain technical concepts to non-technical users. 
• Strong analytical and troubleshooting abilities with a customer-focused mindset. 
• Experience with help desk ticketing systems and remote desktop support tools. 
• Ability to work both independently and collaboratively in a fast-paced environment. 
• Flexibility to support multiple shifts or respond to operational emergencies as required. 
• Experience with major warehouse automation software platforms (e.g., Manhattan, SAP EWM, Oracle WMS). 
• Knowledge of industrial control systems or PLCs is a plus. 
• IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified) are advantageous. 
• Experience working with Warehouse Automation software. 

Working Conditions: 

• This position can be remote and may involve some flexible scheduling to support 24/7 operations.  
• The role requires frequent interaction with warehouse personnel and collaboration with IT team members. 
• Travel on an as needed basis. 
• Some weekend/night work required as needed. 
• Working in an office, warehouse, and manufacturing facilities. 
• Working in a stationary position for an extended period. 
• Moving or traversing for an extended period. 
• Occasional ascending and descending scaffolding and/or mezzanines. 
• Operating computers for an extended period. 
• Possible exposure to noise levels exceeding recommended DBA levels. 

***Job requirements listed indicate the minimum level of knowledge, skills, and/or ability necessary to perform the job proficiently. This job description is not an exhaustive statement of duties, responsibilities, or requirements. Employees may be required to perform other job-related duties as requested by their supervisor, subject to reasonable accommodations. ***