About the job :

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 (7+ 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.

This role is based in Bangalore, India.

This position operates on a shift-based model, and candidates must be flexible to work evenings, weekends, or rotating shifts as required.

Over time, this role is expected to evolve into a leadership position, providing opportunities to take on increased ownership and team responsibilities.

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

- Troubleshoot and resolve issues across .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