Role Description As a Senior Developer (WMS Support), you will be responsible for providing senior-level technical support, maintenance, and continuous improvement for the organization's Warehouse Management System (WMS) platform. You will serve as an experienced technical resource responsible for production support, incident resolution, troubleshooting, system stability, performance optimization, and integration support. You will partner closely with warehouse operations, business stakeholders, IT teams, and external vendors to ensure reliable and efficient warehouse operations. You will support application enhancements, upgrades, root cause analysis, and modernization initiatives while driving service quality and operational excellence across the WMS landscape. - Provides advanced production support for Warehouse Management System (WMS) applications, integrations, and warehouse automation platforms. - Manages and resolves production incidents, service requests, and support tickets within established SLAs, ensuring timely communication, thorough troubleshooting, and minimal disruption to warehouse operations. - Monitors application health and system performance, proactively identifying and addressing issues before they impact business operations. - Ensures stable and reliable operation of WMS solutions through incident management, problem management, and continuous improvement initiatives. - Works with project managers, business analysts, content specialists, and digital product owners to understand how business requirements and technical specifications will translate to actual work product across platform. - Writes clean, efficient and well-engineered front-end code that can serve as standard of excellence for other team members. - Conducts code reviews, mentors other front-end developers and provides guidance on code management, release management, environment management, process flows and documentation. - Explores all technical options when considering a solution, including homegrown coding, third party sub-systems, enterprise platforms and existing technology components. - Actively leads collaborative efforts through all phases of software development life cycle (SDLC), including requirements analysis, technical design, coding, testing, and release support. - Understands lifecycle of various technology sub-systems that comprise eCommerce platform (i.e., version, release, roadmap), including current capabilities, compatibilities, limitations and dependencies; understands and advises of optimal upgrade paths. - Leverages relationships with key IT, QA and other corporate colleagues by communicating and collaborating on cross function initiatives. - Develops technical documentation, such as system context diagrams, design documents and release procedures. - Leads troubleshooting efforts for production issues of all levels and severities, through a hands-on approach or through delegation, and assigns to third party front-end developers as appropriate and tracks progress. - Leads efforts to monitor web properties for uptime, and proactively identify future problems by analyzing trends, data and monitoring reporting. - Leads efforts to identify and develop third party vendors selection based on digital roadmap and requirements, including initial research and identification, selection, contributing to contractual discussions and operational efforts. - Oversees third party technology partners, including assignments, service level agreements, quality standards, work product and other deliverables as detailed in contractual agreements. Qualifications - 8+ years of experience in enterprise application support, production support, or software engineering roles preferred. - 3+ years of hands-on experience supporting Warehouse Management Systems (WMS) in a production environment preferred. - Strong experience with Java, Spring Framework, SQL Server, REST/SOAP APIs, Git/GitHub, and SQL-based troubleshooting preferred. - Experience supporting IBM WebSphere, IBM MQ, Drools, and Azure Kubernetes Service (AKS). - Strong knowledge of Azure Data Factory and Databricks for data integration and analytics support preferred. - Proven experience troubleshooting complex application, integration, and performance issues in a production environment preferred. - Strong understanding of incident management, problem management, root cause analysis, and service restoration processes preferred. - Experience supporting business-critical applications in a 24x7 operational environment. - Excellent problem-solving, analytical, and troubleshooting skills preferred. - Strong verbal and written communication skills with the ability to interact effectively with business and technical stakeholders preferred. - Experience supporting Digital Transformation and modernization initiatives preferred. - Understanding of ITIL processes, including Incident, Problem, Change, and Release Management, is preferred. - Bachelor's degree in eCommerce, eBusiness, information technology or related field preferred. - 5 years required, 7 years preferred experience in a development role in an enterprise environment with responsibility for the delivery and support of world class technology solutions. - 5 years required, 7 years preferred experience with coding experience in required language, platform, and/or technology. - 5 years required, 7 years preferred experience developing solutions using modern tools and practices. - Working knowledge with code management systems. - Working knowledge with intake and task management tools. - Working knowledge of the Software Development Lifecycle (SDLC). - Working knowledge of development frameworks. - Working knowledge with build tools. - Working knowledge of Agile delivery methodologies. - Ability to multi-task and reprioritize in a dynamic environment. - Outstanding written and verbal communication skills. - Basic understanding of budgets including processing invoices and other financial documents through accounting processes and practices. Benefits - Compensation may include participation in a bonus or sales incentive plan, subject to the terms and conditions of the applicable plan documents. - For certain sales roles, Wesco also offers a commission structure that provides additional compensation based on sales results, as defined by the applicable commission plan. - Wesco offers a benefits program for eligible employees, which may include paid time off, medical, dental, and vision coverage, and retirement savings plans.

• Serve as the primary escalation point for Tier 3+ incidents raised by the Application Support team that require deep technical investigation. • Investigate escalated issues at the code level — reading, understanding, and modifying production codebases across multiple engineering domains. • Take end-to-end ownership of resolutions: diagnose the root cause, implement and test a fix, and deploy to production. • Develop a broad working knowledge across Zensurance's technical domains (Node/TypeScript/AWS) to triage and resolve issues independently, without defaulting to dev-team escalation. • Engage engineering domain owners selectively when an issue requires their involvement. • Collaborate closely with Application Support team members to improve their ability to identify, triage, and resolve technical issues. • Document resolutions, build runbooks, and maintain the knowledge repository so that common escalations are resolved faster over time. • Identify recurring patterns in escalated incidents and drive upstream code or process changes to reduce their frequency. • Develop educational materials and provide coaching to help the team build technical confidence. • Collect and analyze incident data to surface trends and recommend data-driven process improvements. • Suggest and implement improvements to the escalation workflow, tooling, and support processes. • Contribute to cross-team collaboration with engineering, ensuring support insights inform product and platform quality. • Manage and respond to escalated tickets within parameters set by Broker Support SLAs. • Act as the senior technical voice within the Application Support team, setting the standard for investigation and documentation quality. • Mentor and coach team members, including the ability to explain complex technical concepts in accessible terms. • Assist Engineering Leadership in continuously improving craft capabilities across the support function.

• Support data-informed workforce strategies across Customer Support Operations • Handle day-to-day scheduling, real-time workforce management, analytics, and reporting • Serve as a point of escalation for support troubleshooting issues • Partner closely with Operations leadership to keep workforce plans and daily operations running smoothly • Monitor relevant Slack channels for operational issues, volume spikes, and escalations impacting staffing • Analyze historical and real-time performance data to surface trends, risks, and improvement opportunities

• Provide online customer support through the company's platforms; • Triage incoming tickets (support requests, bugs, and enhancement requests); • Document identified software issues and forward them to the responsible team or developer; • Query databases to validate issues and recommend fixes; • Ensure deliverables meet the support cycle SLA.