Fulfillment Support Engineer

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