Support Engineer
PaxonCOMPANY OVERVIEW Paxon is a dynamic logistics 3PL division of Bnode, bringing together leading logistics specialists to deliver exceptional fulfilment, warehousing, and supply chain solutions. We are seeking an energetic Support Engineer to join our team and drive technical excellence in our IT infrastructure. This role is 100% onsite with on-call rotation included. This role offers the opportunity to troubleshoot, support, and optimize our hardware and software systems, ensuring seamless operations across our organization. If you thrive in a fast-paced environment and are passionate about delivering outstanding customer support, this position is perfect for you! SUMMARY The Support Engineer serves as a critical technical resource responsible for providing Level 2 support for end users, business systems, and proprietary applications, with a strong focus on supporting the organization’s custom Warehouse Management System (WMS), associated SQL databases, and core IT services. This role acts as a key escalation point beyond first-line support, diagnosing complex application, data, and system issues while ensuring operational continuity across warehouse and corporate environments. The Support Engineer works closely with IT, operations, and development teams to resolve incidents, support system enhancements, and improve overall system reliability, user experience, and support processes. KEY RESPONSIBILITIES Serve as Level 2 technical support for internal users, acting as an escalation point for issues related to applications, systems, and infrastructure. Provide direct support for proprietary WMS platforms, internal client portals, and custom business applications, including troubleshooting application behavior, data issues, and user workflows. Support and troubleshoot SQL database–related issues, including validating data, running queries for analysis, identifying data discrepancies, and escalating database defects when necessary. Manage, prioritize, and resolve support requests using the IT ticketing system, ensuring timely communication, accurate documentation, and efficient resolution. Provide general IT support for workstations, printers, scanners, warehouse devices, and other peripherals, particularly in warehouse and logistics environments. Create, manage, and maintain user accounts in Active Directory and Microsoft 365, including email provisioning, access changes, and account lifecycle management. Perform new user onboarding, workstation imaging, hardware setup, migrations, and equipment refreshes. Install, configure, maintain, and troubleshoot end-user hardware, software, and network-connected devices. Quickly analyze and isolate issues across applications, systems, and infrastructure, determining root cause and appropriate resolution or escalation. Work directly with users to understand business impact, clarify requirements, and provide clear guidance during issue resolution. Maintain accurate ticket notes, work logs, and technical documentation, ensuring issues and resolutions are well documented for audit, training, and knowledge sharing. Develop and maintain support documentation, procedures, and knowledge base articles to improve consistency and reduce repeat incidents. Collaborate with senior IT staff, developers, and operations teams to support application changes, system improvements, and process enhancements. Identify trends in incidents and recurring issues, recommending improvements to tools, processes, or system design. Stay current with supported technologies and continuously improve technical knowledge relevant to WMS, SQL, and enterprise IT systems. Participate in projects and additional initiatives as assigned, including system upgrades, deployments, and operational improvements. ABILITY TO Analyze and troubleshoot complex application, data, and system issues, including those spanning proprietary WMS platforms, SQL databases, and end-user environments. Interpret user-reported issues and transla…