System Support Specialist (SaaS Logistics Platform)

Position Overview

The ITEM System Support Specialist (SaaS Logistics Platform) – Level 1 serves as the first line of support for the ITEM SaaS platform, including WMS, OMS, YMS, and related integrations. This role is responsible for structured ticket triage, disciplined investigation, root cause classification, and proper escalation preparation. This position plays a critical role in maintaining system reliability, data integrity, and operational continuity. This role ensures that issues are not only resolved, but properly investigated, clearly communicated, classified, documented, and used to drive continuous improvement across the platform.

This position requires strong communication skills and the ability to quickly comprehend complex operational and system workflows. The role supports both internal teams and external clients by resolving issues, reinforcing best practices, and always ensuring clear and professional communication.

Key Responsibilities

1. Ticket Intake & Triage

• Receive and log support requests from internal teams and customers
• Categorize incidents based on severity, impact, and urgency
• Gather required diagnostic details prior to escalation
• Maintain accurate, clear, and complete ticket documentation
• Communicate professionally and clearly with reporters throughout the resolution process
• Ensure adherence to defined SLAs for response and resolution

2. Structured Investigation & Root Cause Classification

• Perform system validation checks (order status, shipment status, permissions, configuration review)
• Verify transactional data and system-generated reports for accuracy and consistency
• Apply systematic troubleshooting methodology to every ticket
• Demonstrate strong comprehension of operational workflows and system logic when analyzing issues
• Differentiate between:
• User error
• Operational process deviation
• System configuration or workflow misalignment
• Potential software defects (bugs)
• Identify recurring patterns that may indicate systemic risks
• Ensure no ticket is closed without documented investigation and root cause classification
• Support continuous improvement initiatives by flagging repeat issue trends

3. Escalation & Coordination

• Prepare complete escalation packages for Level 2 or Development team, including:
• Relevant identifiers (Outbound information, Inbound information, Inventory information, etc.)
• Screenshots and error logs
• Validation steps performed
• Clear problem statement (Expected vs. Actual behavior)
• Root cause classification and initial findings
• Communicate findings clearly and concisely to senior support teams and L2
• Escalate complex issues with structured documentation to prevent rework
• Follow up on escalated tickets to understand final resolution and improve future triage accuracy
• Contribute investigative findings to formal root cause analysis when required

4. Customer Functional Support & Training

• Provide functional guidance to customers and internal users on system features and workflows
• Conduct walkthroughs of platform functions when users require clarification
• Reinforce proper system processes and SOP-aligned behavior during support interactions
• Translate technical information into clear, understandable guidance for non-technical users
• Identify recurring user misunderstandings and recommend knowledge base improvements
• Escalate advanced configuration or implementation-level training needs to senior support

5. Monitoring & Reporting

• Monitor daily system alerts and transaction queues
• Assist in identifying reporting inconsistencies or data anomalies
• Support internal reporting validation efforts

6. Documentation & Knowledge Management

• Maintain and update knowledge base articles
• Update SOPs when recurring issues or process improvements are identified
• Promote consistent troubleshooting and documentation standards

Requirements

1. Bachelor's degree in information systems, Computer Science, Data Analytics, or related field (or equivalent experience).
2. 1–3 years of IT or application support experience (WMS or logistics systems preferred).
3. Strong analytical and structured troubleshooting skills.
4. Strong communication skills (written and verbal), with the ability to explain technical concepts clearly to both technical and non-technical audiences.
5. Strong comprehension skills with the ability to quickly understand system workflows, operational processes, and issue context.
6. Basic understanding of SQL and data validation concepts.
7. Strong attention to detail and ownership mindset.
8. Ability to prioritize tasks and work effectively in a fast-paced operational environment.

Preferred Qualifications

1. Experience supporting Warehouse Management Systems (WMS) in a 3PL or any logistics environment.
2. Familiarity with RF scanning devices, barcode labeling, and warehouse automation technologies.
3. Basic understanding of EDI/API transactions and integrations.
4. Experience supporting SaaS platforms in logistics or supply chain environments.
5. Knowledge of warehouse operations and supply chain processes.