Duty Technical Consultant

The Bonded Warehousekeepers Ltd; United Kingdom; Remote; GBP 45,000 - 65,000; Full time

Job summary

The Bonded Warehousekeepers Ltd is seeking a Duty Technical Support Analyst & Consultant to join the Duty Management team. You will combine strong technical knowledge with practical support and consulting experience to resolve complex customer issues.

You will diagnose, troubleshoot, and implement robust solutions across environments, including server migrations, new deployments, upgrades, and data updates, while ensuring adherence to SLAs and quality standards.

Qualifications

• Strong problem-solving skills.
• Experience in warehousing, e-commerce and/or customs and excise.
• Experience in a support or consulting role.
• Familiarity with application tooling and case handling.

Responsibilities

• Interact with customers to understand and respond to functional and technical issues.
• Carry out root cause analysis for technical and functional issues.
• Diagnose performance, data, configuration, or software issues using the full application toolkit.
• Carry out advanced troubleshooting for the Duty Management product(s).
• Log progress in Jira and maintain SLAs with customers.
• Provide robust solutions and clear explanations to incidents, service requests and problem cases.
• Create documentation or knowledge base articles for common requests.
• Support customers during testing activities.
• Lead customer-facing sessions and document requirements with gaps and recommendations.

Skills

Problem solving

Root cause analysis

Analytical skills

English communication

Tools

Progress OpenEdge

Unix/Linux scripting

Windows scripting

AWS

Crystal reports

Job description

Role Overview:
We are recruiting for an enthusiastic, dedicated Duty Technical Support Analyst & Consultant to join our growing Duty Management team. The successful candidate will have strong functional and operational experience, coupled with a strong technical understanding of the product and surrounding infrastructure. You would bring experience of working in a support or consulting role. Most importantly you will have a passion for problem solving and commitment to delivering excellent service to our customers.

Main Responsibilities:

• Interact with customers to understand and respond to functional and technical issues
• Carry out root cause analysis for technical and functional issues
• Diagnose performance, data, configuration, or software issues using the full application toolkit
• Carry out advanced troubleshooting for the Duty Management product(s)
• Work with Consultants and other subject matter experts to provide robust solutions and clear explanations in response to customer Incidents, Service Requests and Problem cases
• Use the Jira case handling system to log progress, update customers and record resolutions of Support issues within published SLAs
• Triage new support cases to establish priority and type (Incident, Service Request, Change) and respond accordingly
• Support customers during testing activities
• Create supporting documentation or Knowledge base articles for common service requests
• Participate in case list review meetings with customers and key stakeholders
• Work with all relevant parties to capture and fully document customer requirements, providing gap analysis and making recommendations as appropriate
• Functional and technical consultancy, including but not limited to:
  • Server migrations
  • Implementation of new environments/systems
  • Upgrades and patch deployments
  • Configuration changes
  • Report changes
  • Datafixes / data updates
  • UAT, hypercare and go live support
• Follow appropriate departmental and company procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management)

Qualifications, skills and experience required:

• Strong problem-solving skills
• Strong root cause analysis skills
• Strong functional and operational background in Warehousing, e-commerce and/or Customs and Excise
• Strong knowledge of Progress and Shell scripting
• Experience of at least one full project implementation cycle
• Can lead customer-facing sessions with confidence and ensure issues and priorities are fully understood
• Strong analytical skills, and ability to make sense of complex and logical problems quickly
• Tenacity and ability to work independently
• Configuration skills including task scheduling and monitoring, Windows and Linux scripting, environment creation and management
• Previous experience in a support setting, ideally on a WMS or DMS
• Technical knowledge of related technologies, e.g. Progress OpenEdge including Progress DBA activities, Unix or Linux and Windows environments, Oracle
• AWS (or other) Cloud experience
• Experience of Service pack and Patch deployment
• Familiarity with AWS hosted solutions
• Crystal reports writing

Personal Profile

• Self-motivated and used to working on own initiative
• Confident and clear written and oral communication skills in English, with an ability to interact at all levels of the business
• Ability to articulating complex principles and approaches in an easily digestible format
• Works methodically with attention to detail
• Enthusiasm to learn new tools and contribute to continuous process improvement
• Personal flexibility to work hours as required
• Practical approach by using rigorous logic and methods to solve problems with effective solutions

Position: Duty Technical Consultant
Department: Duty
Level: 3 / 4
Location: Home based (UK only)
Date issued: 05/10/2026
Travel: Occasional site visits