L2/L3 Korber Support Engineer

Role :

Experience : 5 to 12 years

Location : Remote

Shift Timings : UK Shift Timings / Rotational Shift / Weekend Shift

Role Overview :

We are seeking highly skilled Korber Support Engineers and Leads (L2/L3) to join our offshore technical support team for a long-term engagement. Candidates will be aligned with UK shift /rotational shift timings to support both Korber and Korber Cloud environments.

While the L2 Engineers will focus on day-to-day incident resolution and deployment tasks, the L3 Leads will act as technical anchors - managing ticket governance, capacity planning with the Global PMO, and training/mentoring the team.

Technical & Professional Qualifications :

Required Technical Skills :

- Korber Expertise : 5-12 years of hands-on experience supporting Korber WMS and Korber Cloud applications.

- Database Proficiency : Solid experience with MS SQL Databases; ability to write and run database queries for troubleshooting and data extraction.

- Tooling : Familiarity with Visual Debugger and alerting/incident platforms like OpsGenie.

- Reporting Tools : Proficiency in creating structured Excel/CSV reports and professional PowerPoint decks.

Operational Requirements :

- Shift Readiness : Absolute comfort working consistently within UK shift hours.

- Communication : Strong verbal and written English communication skills to collaborate with global teams and the PMO.

- Work Setup : Ability to work efficiently and independently in a 100% remote environment.

Key Responsibilities :

Technical Support & Incident Management :

- End-to-End Support : Own and resolve technical tickets for Korber WMS and Korber Cloud environments based on tier alignment (L2 vs. L3).

- Ticket Governance (L3 Focus) : Review and re-classify ticket severity based on business impact, ensuring timely escalation of issues requiring code-level changes to next-level engineering.

- Resolution Scope : Ensure all incidents that do not require an active code change are successfully managed and resolved within the L2/L3 layer.

- Access Control : Maintain and update Korber Cloud permissions to reflect necessary support staff requirements.

Operations, Capacity & Mentorship :

- PMO Collaboration (L3 Focus) : Communicate directly with the Global PMO to provide ongoing capacity planning, ensuring support coverage dynamically aligns with active warehouse opening schedules.

- Team Training (L3 Focus) : Learn and internalize playbook materials to effectively onboard, train, and mentor L2 Support Engineers.

Deployment Support & Data Analysis :

- Deployment Validation : Assist with scheduled system deployments and perform post-deployment validations based on itemized task lists communicated by the customer.

- Data Extraction & Reporting : Utilize MS SQL to query use cases, extracting data into CSV and Excel deliverables, and building PowerPoint presentations to showcase findings to stakeholders.