Lean Tech

Mid Technical Support Specialist

Lean Tech

full-time

Posted on:

Location Type: Remote

Location: Colombia

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About the role

  • Provide Level 1–Level 3 application support for internal users across WMS platforms (Footprint and SoftGéon)
  • Troubleshoot user-reported issues within the application UI, including workflows, permissions, data visibility, and system behavior.
  • Analyze issues independently by reproducing problems, validating data, and identifying root causes before escalation.
  • Resolve incidents directly when possible, including data corrections within the application and retriggering automated processes.
  • Escalate issues appropriately to Level 4 or Integration Support teams when required, following established escalation protocols.
  • Manage and resolve tickets using Jira, while submitting and tracking vendor tickets with WMS providers as needed.
  • Communicate clearly with users, providing guidance, clarification, and occasional on-the-spot training to resolve user errors or misunderstandings.
  • Work within strict SLA requirements, prioritizing issues based on complexity and resolution timelines.
  • Maintain accurate ticket documentation and contribute to knowledge sharing and best practices.
  • Operate independently during weekend shifts, using critical thinking and problem-solving skills to support users efficiently.

Requirements

  • Experience in application support, production support, or customer-facing IT support roles
  • Prior exposure to logistics, warehousing, transportation, or supply chain operations
  • Experience supporting WMS and/or TMS systems (hands-on system usage or support preferred)
  • Familiarity with ticketing systems (Jira strongly preferred)
  • Ability to work independently during off-hours or weekend shifts
  • Strong understanding of how enterprise applications function, including workflows, user roles, permissions, and automation.
  • General understanding of system integrations (e.g., WMS → middleware → external systems)
  • Comfortable validating application data and system behavior; no coding or database changes required.
  • Basic understanding of programming concepts and technical terminology needed to follow the logic
  • Strong customer service mindset with the ability to remain calm and effective under pressure.
  • Excellent critical thinking and problem-solving skills.
  • Ability to ask clear, intentional, and targeted questions to quickly understand user issues.
  • High degree of independence and ownership, especially during unsupervised weekend shifts.
  • Strong written and verbal communication skills.
  • Patience and empathy when guiding users through solutions or training.
  • Strong time management skills with the ability to prioritize multiple tickets while meeting SLAs.
Benefits
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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
application supporttroubleshootingdata validationincident resolutionticket managementsystem integrationsWMS systemsTMS systemsautomationprogramming concepts
Soft Skills
customer service mindsetcritical thinkingproblem-solvingcommunication skillspatienceempathytime managementindependenceownershipability to ask targeted questions