Top Hat Engineering · 22 hours ago
Level 1 Customer Support Engineer
United States
Full-time
Remote
Mid Level
$60K/yr - $70K/yr
4+ years expTop Hat Engineering develops software, robotic, and automated technologies for fulfillment and distribution centers. The Level 1 Support Engineer provides first-line technical support for warehouse operations, focusing on troubleshooting and resolving IT incidents while ensuring customer satisfaction.
Transportation/Trucking/Railroad
Responsibilities
Serve as first point of contact for IT incidents and service requests impacting warehouse operations
Support users via ticketing system, phone, and operational escalation channels
Perform initial troubleshooting of WMS applications and related systems
Support workstations, and warehouse peripherals
Document operational impact and troubleshooting steps in incident tickets
Escalate unresolved issues to Level 2 / Level 3 support teams following defined procedures
Follow ITIL-based incident, request, and change management processes
Calm and methodical under operational pressure
Strong attention to detail and documentation
Ability to prioritize incidents based on business impact
Willingness to learn warehouse systems and operational workflows
Team-oriented mindset with respect for escalation procedures
Provide timely first-line support for distribution center operations
Minimize downtime impacting picking, packing, and shipping activities
Improve incident response times and SLA compliance
Allow senior engineers and application teams to focus on complex system issues
Improve overall warehouse productivity and user satisfaction
Must be able to work shifts
Travel up to 5% globally
Qualification
Required
High school diploma or equivalent (Degree in IT preferred)
4 - 6 years of experience in IT support or service desk roles
Basic knowledge of Windows workstations and mobile devices
Familiarity with ticketing systems such as Zendesk, ServiceNow or Jira
Basic understanding of networking concepts
Strong communication and customer service skills
Company
Top Hat Engineering
We are experts in warehouse and fulfillment operations.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Calem Harris
Chief Executive Officer
Company data provided by crunchbase