Remote Duty Technical Consultant — Problem Solver

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

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.