Software Support Manager (ASRS / Warehouse Automation)

We are seeking an experienced and hands-on Manager, Software Support Engineer (ASRS) to oversee, monitor, troubleshoot, and maintain automation and control software within Automated Storage and Retrieval Systems (ASRS) and warehouse environments. In this role, you will play a critical part in ensuring high availability and reliability of mission-critical software across daily warehouse operations (ambient environments), leading incident management, and working alongside global tech teams. Key Responsibilities System Support & Integration: Provide high-level technical support for ASRS software, WMS integrations, and warehouse automation platforms. Incident & SLA Management: Monitor system performance, identify technical incidents, and resolve or escalate tickets in strict alignment with defined SLAs. Troubleshooting: Diagnose and resolve issues across both software applications and automation hardware interfaces (e.g., stacker cranes, shuttles, conveyors). Root Cause Analysis: Perform thorough RCA on recurring software/hardware interface issues and implement long-term preventive solutions. Deployment & Maintenance: Apply system patches, manage configurations, and oversee code migrations across multiple environments. Documentation & Metrics: Maintain comprehensive documentation of incidents, system changes, knowledge bases, and performance metrics. Training & Capability Building: Train and support end-users, internal teams, and external service partners on ASRS software functionalities. Security & Compliance: Ensure all software operations strictly comply with enterprise customer security standards. Operational Continuity: Oversee on-call/shift-based support models 24/7 operational continuity in automated warehouse operations. Qualifications & Requirements Education: Bachelor’s degree in Software Engineering, Computer Science, Information Technology, or a related field. Experience: Proven background in application/software support—ideally within warehouse automation, ERP, or supply chain systems. Domain Knowledge: Strong knowledge of ASRS controls technology. (Experience with suppliers/vendors such as Dematic, SSI Schäfer, Swisslog, or Siasun is a strong plus). System Expertise: Familiarity with WMS and ERP systems (e.g., Blue Yonder, SAP EWM, SAP ERP) and broad enterprise solutions (ERP, SCM, CRM). Technical Skills: Proficient in SQL , Java , and application server administration. Hands-on experience with Linux and Windows server environments. Scripting knowledge is highly preferred. Soft Skills: Strong analytical thinking, problem-solving, structured documentation, and clear communication skills. Language Proficiency: Fluent in English (capable of working in a global, cross-cultural team environment). Flexibility: Willingness to work shifts and participate in on-call rotations to support 24/7 operations.