• Develop, maintain, and optimize complex SQL queries, views, and stored procedures to support analysis, configuration validation, reporting, and defect resolution • Perform in-depth data analysis and root-cause investigations to troubleshoot system and production issues • Use SQL to extract, analyze, reconcile, and validate data across environments to support solutioning, testing, and quality assurance • Support performance tuning activities by analyzing queries, batch jobs, execution plans, and system throughput • Perform smoke testing and post-release validation to confirm data integrity and system stability • Coordinate with data conversion teams to support migration planning, data loads, reconciliation, and validation • Validate converted and migrated data to ensure accuracy, completeness, and alignment with business and policy intent • Analyze and document data flows, integration logic, and technical dependencies across internal systems and external interfaces

• Answering incoming Bullhorn customer tickets via phone, email, and/or chat, asking questions and gathering information to quickly resolve issues • Partnering with the customer to quickly identify challenges and technical issues, understanding the impact to their business • Using your software product knowledge (along with empathy for our customers) to help fix important issues quickly while also helping prevent recurring issues in the future • Being a critical thinker and using independent judgment when required to solve challenging or new problems that arise • If unable to fix the issue yourself, connecting the customer to the right experts via defined escalation paths • Communicating with customers proactively (mostly by phone) to update them on progress and do things when you say you’re going to do it • Share your knowledge gained from troubleshooting issues by contributing to the global Bullhorn knowledge management system through flagging, editing, creating, and reusing articles • Adhering to key customer and team-focused metrics to maintain high standards in performance

• Utilize active listening, empathy, and other emotional intelligent skills to properly handle customer interactions. • Troubleshoot business and operational issues associated with the Warehouse Management System (WMS) and ancillary software. • Quantify issues and provide supporting data if issues are escalated to ERP Vendor, Honeywell/Vocollect, RF Hardware Provider, Seagull Scientific, Bartender, Georgia Softworks, or other third parties. • Manage the WMS environments and migration of configurations between environments. • Support the operation and continuous improvement of the monitoring of cloud solutions. • SQL performance monitoring / index and query tuning. • Meet or exceed defined customer service satisfaction scores and meet SLAs for initial response and issue resolution. • Maintain clear, concise communication with customers and internal teams. • Accurately document all relevant information in the ticketing system. • Collaborate seamlessly with internal teams, external partners, and vendors. • Proactively escalate tickets when necessary to ensure timely resolution.

• Your main goal will be to ensure a predictable, high-quality, and scalable support engineering operation while empowering your team to perform at their best. • To achieve this, you’ll act as the operational backbone of your domain—owning execution, driving consistency, and continuously improving how we support our users. • Day-to-day leadership & team enablement: • Run weekly team meetings, share key metrics, and track OKR progress • Manage and mentor part of the team through 1:1s, feedback, and growth support • Escalation point to the team • Take part on the hiring process • Cross functional work with other team leads • Onboard new members to the team by ensuring tools, processes and enablement needs are covered • Queue ownership & operational excellence: • Monitor queue health (backlog, aging, spikes) and ensure tickets flow smoothly • Investigate stuck tickets and drive them to resolution • Remove blockers by coordinating with Tier2, Engineering, Product, or Support stakeholders • Track key KPIs (e.g. average first response, resolution, number of replies) and ensure fast feedback loops • Scheduling & coverage management: • Design and maintain schedules to ensure consistent team coverage • Adapt staffing based on volume, PTO, and ongoing projects/events • Balance workload across the team to avoid burnout and inefficiencies • Quality, CSAT & continuous improvement: • Run QA checks on tickets to maintain high support standards • Review CSAT feedback and turn insights into concrete improvements • Identify recurring issues and build playbooks or automations to solve them • Project & domain health: • Track project and cycle health, ensuring steady delivery and follow-ups • Maintain clean and up-to-date Linear cycles and weekly project updates • Keep visibility on risks, blockers, and progress across initiatives • Maintain a list of top customer pain points and share insights across teams.