Top Hat Engineering

Support Engineer

• Serve as first point of contact for IT incidents and service requests impacting warehouse operations
• Support users via ticketing system, phone, and operational escalation channels
• Perform initial troubleshooting of WMS applications and related systems
• Support workstations, and warehouse peripherals
• Document operational impact and troubleshooting steps in incident tickets
• Escalate unresolved issues to Level 2 / Level 3 support teams following defined procedures
• Follow ITIL-based incident, request, and change management processes
• Provide timely first-line support for distribution center operations

Level 1 Customer Support Engineer

Engineering Manager

• Manage and lead a team of mechanical engineers and collaborate with Controls Engineers to design new automated solutions
• Collaborate with design teams to create mechanical designs and specifications for products, processes, or systems
• Oversee the design, development, and implementation of mechanical systems and products
• Collaborate with cross-functional teams to ensure projects are completed on time and within budget
• Review and approve engineering calculations, designs, and documentation while ensuring compliance with industry standards and regulations
• Maintain knowledge of industry trends and advancements and incorporate them into company strategy
• Provide technical guidance and support to other departments as needed
• Identify areas for process improvement and implement changes to increase efficiency and productivity
• Conduct regular performance evaluations and provide coaching to team members
• Engage with clients and stakeholders to discuss project progress, gather requirements, and address concerns

Level 1 Customer Support Engineer

Solutions Project Engineering Manager