Director of Support Engineering (BlueYonder / WMS / TMS)

Optomi, in partnership with an enterprise food & beverage supplier, is seeking a Director of Support Engineering to build out a brand new team supporting WMS, TMS, automation, logistics and transportation systems. Working night shifts is required (5pm EST - 6am EST)
The Director is responsible for leading a team that ensures the reliability, quality and timely resolution of complex software issue
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s, while bridging the gap between operations and engineering teams. This role is also responsible for the software deployment coordination between operation and engineering, issue troubleshooting and RCA covering WMS, TMS, automation, logistics and transportation systems, and upholds the engineering standards of product excellence.
What the right candidate will enjoy:
• 100% remote work environment
• Opportunity to build out and own the entire support team
• Leadership and career growth
Apply today if your background includes:
• 8 years of working experience in software implementation and support, with a focus in warehouse management, logistics and transportation management systems, specifically Blue Yonder.
• 5 years experience managing a team of engineers in software support and technical issue resolution or equivalent
• 5 years of working experience in leading large scale software implementation, issue triage and resolution and continuous performance improvement
• Strong understanding of supply chain processes, vendor software integration and management
• Exceptional problem solving skills with the ability to navigate ambiguity and influence stakeholders at all levels
• Proven experience using software performance monitoring and workflow management tools
• Demonstrated excellent communication skills (both verbal and written), organizational and multi tasking skills
• Ability and willingness to consistently work night shifts as required
Responsibilities:
• Lead and mentor a team of support engineers (7-12, onshore and offshore) to diagnose, troubleshoot, and resolve complex product and platform issues
• Hire, develop and coach support engineers to ensure high performance, skill growth and retention
• Oversee daily operation including on-call rotation, escalation handling and service level agreement (SLA) compliance
• Collaborate with engineering, product and operation teams to turn customer-reported issues into actionable technical findings and use metrics to measure support effectiveness
• Implement root cause analysis (RCA) and preventive actions to reduce/eliminate repeated issues
• Manage support processes, workflows and tools (i.e incident management, JIRA, Confluence, GitHub) for efficiency and quality
• Ensure compliance with organizational policies, OKR’s and quality standards
• Enhance customer trust by demonstrating dependable escalation path and SLA discipline

View the full posting and apply