Engineer II - Order Lifecycle

We are seeking a dedicated Order Lifecycle Engineer II to play a crucial role in providing Tier 2 technical support to Wayfair's Customer Service teams. This position solves technical issues related to the order management tools that are essential to our customer service teams. This position prides itself on being experts of Wayfair’s order management system. They work in an agile environment and respond quickly to major system outages. This role will work collaboratively with platform engineers to understand root cause and help improve system uptime. 

What You'll Do:

• Respond promptly to incidents affecting the order management systems used by the Customer Service team by working through a ticket queue within the ServiceNow ticket platform.
• Troubleshoot and resolve issues with order management tools and customer relationship management (CRM) tools to minimize disruption to customer service operations.
• Act as a critical player in major incident response scenarios, working closely with platform engineers to quickly restore service and mitigate impact on customers and the business. 
• Collaborate closely with platform engineers to provide constructive feedback on the order management tools, identifying areas for improvement and prevention of future issues.
• Proficiency in extracting and analyzing patterns from incident reports to propose improvements for the order management system and CRM.  
• Add to and maintain a known error database (KEDB) in conjunction with team members. 
• Develop and maintain documentation for troubleshooting procedures and incident resolution.
• Document, organize and track incidents into problems so they can be escalated to the appropriate platform engineering team for resolution.
• Communicate and work closely with business stakeholders and engineering partners. 
• Provide training and support to junior and new team members that covers systems, policies, procedures, and core processes. 
• Train, build, and share knowledge with our end user support teams that enable them to better support their stakeholders and solve issues
• Quickly recognize inefficiencies, assess conditions, & work with service ownership of developing an advantageous solution
• Identify business problems and propose solutions 
• Responsible in driving and maintaining team ticket service levels 
• Be agile to stay up-to-date with new features and workflows that are added to the order management systems

What You'll Need:

• Proven experience in technical support or a similar role, with a focus on incident response and troubleshooting.
• Strong understanding of order lifecycle management and customer service processes.
• Excellent problem-solving skills and the ability to work under pressure during major incidents.
• Effective communication skills, with the ability to convey technical information to non-technical stakeholders.
• Experience working with cross-functional teams to improve tools and systems.
• A customer-centric mindset, with a commitment to ensuring a high-quality experience for both internal users and external customers.
• Proficient in SQL scripting: Experience constructing statements/script to manipulate data to help remove roadblocks/obstacles that may be impacting workflows on the floor.
• Proficient in data analytics and visualization tools: Datadog, Kibana and Google Big Query

This role is essential for maintaining the smooth operation of Wayfair's order management tools and ensuring that our Customer Service team can continue to delight our customers with efficient and effective service. There will be PTO blackout times during major sales events and peak times (i.e. Wayday, Black Friday and other days as communicated from management). If you have the skills and experience we're looking for, we'd love to hear from you.