Support Engineer 2

Job Profile - Support Engineer II Overview
This role is a newly formed team within the Supply Chain execution and will be a pioneer in providing value‐added rapid deployment and onboarding projects for our WMS (3PL and Retail Shipper) expedited growth customer base.
What you ́ll do:
Act as a liaison between Support Services, PMG, and Consulting Services across products.
Be available on call (on shift basis) for extreme emergencies / critical site down issues.
Demonstrate and adhere to best practices of all internal Support Services policies and procedures.
Ensure quantity and quality content in the knowledge base; add value by developing knowledge articles and working on operational improvements.
Escalate issues that may have a negative financial or relationship impact.
Mentor team associates in product knowledge and triage techniques.
Perform customer performance reviews and Health Checks.
Provide advice to customers and product/implementatio...