United States onlyLocation:
PERMANENT - AU DAYSHIFT
REMOTE / WFH
Job Title: Solutions Support
REMOTE / WFH
Job Title: Solutions Support
Position Overview:
The Solutions Support is responsible for providing first-line functional and technical support for the AU Client's applications, with a strong focus on WMS and supply chain
applications. Ideally with experience with Meson and integrated Tier 1 WMS platforms (e.g.Manhattan). This role combines customer service, problem solving, and system
configuration: you will manage support tickets, investigate and resolve configuration and
data issues, and work closely with developers and operations teams to deliver stable, well-configured environments for our clients. As you grow in the role, you will take on morecomplex configuration tasks, contribute to system improvements and documentation, and play a key part in successful client implementations and ongoing optimisation of their warehouse operations.
Key Responsibilities:
- Act as first-line support for client enquiries and incidents related to the organization'sWMS solutions (Meson / Manhattan).
- Log, prioritise and manage tickets in the support system, ensuring clear notes and timely follow-up.
- Diagnose and resolve configuration, data and workflow issues, escalating complex cases when required.
- Perform and maintain WMS configuration (e.g. warehouse setup, rules, user roles) under defined standards.
- Assist with testing and deploying patches, enhancements and new client implementations/go-lives.
- Provide end-user training, walkthroughs and clear explanations of system behaviour and changes.
- Contribute to knowledge base articles and documentation for common issues and best-practice setups.
- Collaborate with development, solutions and operations teams to ensure stable, supportable client environments.
Required Skills & Qualifications:
- Experience in Warehouse Management Systems (WMS) support, configuration or
operations, ideally with Meson and/or Manhattan (or other Tier 1 WMS). - Understanding of warehouse and logistics processes (inbound, storage, inventory control, picking, packing, dispatch).
- Strong analytical and problem-solving skills, with a structured approach to investigating system and data issues.
- Ability to read and interpret system configuration, logs and basic data structures;
- Exposure to SQL (simple queries/joins) is highly regarded.
- Confident user of ticketing/support tools like JIRA and comfortable working in a structured support environment.
- Clear and professional communication skills (written and verbal), able to explain technical issues in a practical way to non-technical users.
- High attention to detail, particularly around configuration accuracy and data quality.
- Proven ability to manage multiple tickets/tasks, prioritise effectively and follow issues through to resolution.
- Collaborative team player who enjoys working with developers, solutions consultants and operations teams.
- Tertiary qualification in Information Technology, Supply Chain/Logistics, Business Systems or related discipline, or equivalent industry experience.
Technical Skills:
- Experience supporting and/or configuring Warehouse Management Systems
(WMS), ideally Meson and/or Manhattan Associates (or other Tier 1 WMS). - Strong understanding of core warehouse processes and how they map into WMS configuration (receiving, put-away, replenishment, picking, packing, dispatch, stocktake).
- Ability to review and maintain WMS configuration settings (e.g. warehouse and location setup, allocation and picking rules, user roles and permissions, RF menus).
- Comfortable working with SQL for basic investigations (SELECT queries, filters, simple joins) and data validation.
- Ability to interpret system logs, error messages and interface files to help diagnose issues.
Soft Skills:
- Strong customer service mindset with a calm, patient and professionalapproach.
- Clear, confident communicator who can adapt style for both technical and non-technical audiences.
- Collaborative team player who enjoys working with cross-functional teams and external clients.
- High level of attention to detail and pride in delivering accurate, reliable work.
- Proactive and self-motivated, with a willingness to take ownership of issues through to resolution.
- Able to manage competing priorities, stay organised and work effectively under time pressure.
- Flexible and open to change, with a growth mindset and genuine interest in learning new systems and processes.
Details
