Operations Support Engineer

Stord; Hebron Estates (KY); On-site; USD 60,000 - 85,000; Full time

Job summary

Stord is seeking a WMS Support Analyst to help develop, implement, and maintain the Warehouse Management System and related applications. You will analyze business processes, identify systemic solutions, and collaborate across teams to improve efficiency and reliability.

Responsibilities include testing, user training, documentation, and ensuring service-level commitments. Ideal candidates have a Bachelor’s in Information Systems and 2+ years in WMS support, with warehousing/logistics experience

Qualifications

• Bachelor’s degree in information systems or related technology preferred.
• Experience supporting a WMS and logistics knowledge is advantageous.
• Ability to analyze business processes and provide systemic solutions.

Responsibilities

• Resolve support issues (bugs and service requests) for WMS and related applications.
• Track issues and ensure timely resolution within SLAs.
• Able to test system functionality, write test scripts, and assist user testing.
• Develop, document, and enforce end-user training and support materials.
• Collaborate with cross-functional teams to improve process performance and system reliability.
• Ensure service-level commitments and deadlines are met.

Skills

Process management

Root cause analysis

Training capability

Decision making

Integrity and trust

Communication skills

Documentation

Test case writing

Team orientation

Education

Bachelor’s Degree in Information Systems

Job description

Stord is The Consumer Experience Company, powering seamless checkout through delivery for today's leading brands. Stord is rapidly growing and is on track to double our revenue in the next 18 months. To meet and exceed this target, Stord is strategically scaling teams across the entire company, and seeking energetic experts to help us achieve our mission.

By combining comprehensive commerce-enablement technology with high-volume fulfillment services, Stord provides brands a platform to compete with retail giants. Stord manages over $10 billion of commerce annually through its fulfillment, warehousing, transportation, and operator-built software suite including OMS, Pre- and Post-Purchase, and WMS platforms. Stord is leveling the playing field for all brands to deliver the best consumer experience at scale.

With Stord, brands can increase cart conversion, improve unit economics, and drive sustained customer loyalty. Stord’s end-to-end commerce solutions combine best-in-class omnichannel fulfillment and shipping with leading technology to ensure fast shipping, reliable delivery promises, easy access to more channels, and improved margins on every order.

Hundreds of leading DTC and B2B companies like AG1, True Classic, Native, Seed Health, quip, goodr, Sundays for Dogs, and more trust Stord to deliver industry-leading consumer experiences on every order. Stord is headquartered in Atlanta with facilities across the United States, Canada, and Europe. Stord is backed by top-tier investors including Kleiner Perkins, Franklin Templeton, Founders Fund, Strike Capital, Baillie Gifford, and Salesforce Ventures.

This role supports the development, implementation, and maintenance of the Stord Warehouse Management System (WMS) and other software solutions within the organization. The position focuses on improving operational efficiency by analyzing business processes, identifying systemic solutions, and ensuring smooth integration between systems. Key responsibilities include managing system testing, user training, documentation, and ongoing support for WMS and related applications. The role also involves troubleshooting issues, maintaining service-level commitments, and collaborating with cross-functional teams to enhance process performance and system reliability.

What You’ll Do

• Responsible for resolving support issues (bugs and service requests) for WMS and related applications.
• Responsible for tracking issues and resolving in a timely manner.
• Able to maintain targeted supported SLA’s.
• Understands the business issues and data challenges of client’s organization and industry.
• Able to work with APIs and Integration mapping between different client(s) systems.
• Takes input from supervisor and appropriately and accurately applies comments/feedback.
• Responsible for developing new product/ service-oriented strategies.
• Assists in developing solutions for business problems inside the organization.
• Reviews and edits requirements, specifications, business processes and recommendations related to proposed solution.
• Able to test system functionality including writing test scripts, assisting with user testing, and training.
• Accountable for enforcement of product deadlines and schedules.
• Assists with training of super users within the organization.
• Validates and maintain end-user documentation.

What You’ll Need

Education/Experience

• Bachelor’s Degree in Information Systems or related technology degree strongly preferred.
• Two (2) years of related experience and/or training supporting a WMS preferred.
• Experience in logistics including warehousing, packaging and fulfillment is preferred.
• Experience in system support working a queue and problem solving, providing solutions, and communicating outcomes.
• Experience in training other associates/employees on WMS strongly preferred.
• Experience with systems for multi-site warehousing/distribution/fulfillment/logistics operations preferred.

Knowledge, Skills And Abilities

• Must have experience with process management.
• Must have strong analysis skills to uncover root causes of issues and present preventative measures for true resolution.
• Must have training capabilities to ensure understanding and use of systems.
• Must have decision making and problem-solving skills.
• Must have a high degree of integrity and trust to provide excellence in service to customers/end users.
• Must have strong interpersonal, written, and verbal skills.
• Must be able to write functional business requirements documentation.
• Must be able to write and execute test cases.
• Must be able to learn on the fly.
• Must be able to work in a team environment.
• Must be able to travel for business up to 10% of the time.