Senior Customer Support Analyst — Warehouse Automation

Material Handling Systems, Inc.; Prospect (KY); On-site; USD 76,000 - 114,000; Full time

Job summary

FORTNA is seeking a Sr. Customer Support Analyst to oversee a defined portfolio of named accounts in elevated health states. You will coordinate across Controls, Software, WES/WMS, Infrastructure, and third-party teams to ensure issues are actively worked and customers have a clear recovery plan.

The role emphasizes strong relationship management, RCA, and cross-functional problem solving. The candidate will communicate technical findings in clear business language, manage escalations calmly,

Qualifications

• 5+ years in customer-facing technical support or operations in warehouse automation.
• Ability to build relationships with customer stakeholders and coordinate across internal teams.
• Experience managing escalated customer situations with composure and clear communication.
• Familiarity with incident and problem management processes including post-incident reviews and RCA.
• Strong organizational skills and follow-through with multiple accounts.

Responsibilities

• Own a defined portfolio of named accounts in elevated health states and coordinate with teams.
• Monitor incident volumes and recovery progress to prioritize effort.
• Regularly engage customers with operational reviews and status updates.
• Partner with Incident Management during P1/P2 events for coordinated communication.
• Document root cause analysis and drive post-incident reviews.
• Maintain a shared issue register and track corrective actions to closure.

Skills

Customer-facing

Technical support

Incident management

Root cause analysis

Cross-functional collaboration

ITIL familiarity

Strong communication

Salesforce Service Cloud

ServiceNow

Jira Service Management

Tools

Salesforce Service Cloud

ServiceNow

Jira Service Management

Job description

FORTNA is seeking a Sr. Customer Support Analyst to oversee a defined portfolio of named accounts in elevated health states. You will coordinate across Controls, Software, WES/WMS, Infrastructure, and third-party teams to ensure issues are actively worked and customers have a clear recovery plan.

The role emphasizes strong relationship management, RCA, and cross-functional problem solving. The candidate will communicate technical findings in clear business language, manage escalations calmly,