Wayfair is a leader in the ecommerce space for all things home, making it easy for people to quickly and easily find what they are looking for from a selection of over 8 million products and create a home they love. Here at Wayfair, we operate a Bug & Triage process where internal customers or customer service, on behalf of customers, submit bugs. These bugs are managed by our team, identifying patterns and priority, root cause analysis, proposing code fixes, etc. with the goal of reducing the burden on our engineering teams and expediting the resolution of these issues.

Who We Are

Do you have a passion for root cause analysis, identifying patterns and trends, writing documentation, fixing bugs and providing world class service to our internal customers? Do you aspire to be a software engineer, but want to learn all facets of Wayfair’s development process and our bug/bug fixing process?

We’re looking for an Application Support Engineer to help drive bug resolution and help improve our “Report a Bug” process from start to end. In this role, you’ll work on a variety of issues providing root cause analysis, identifying priority of issues, working with engineering teams, and working on fixes to bugs. The ideal candidate will be able to be effective under pressure, possess broad technical, analytical, and problem-solving experience, the ability to collaborate with varied partners, and have great written and spoken communication skills.

What You’ll Do

• Manage tickets from our Service Now ticketing system
• Identify trends and priority issues (differentiating which provide value to work/fix and which are low priority)
• Gather knowledge of our problem management system to determine whether an issue should go through that process
• Root Cause Analysis of issues to determine whether they are configuration based, or would require engineering/code to correct
• For issues that require code to fix, ability to provide proposed code and spin up a Pull Request in our Jira environment
• Interpersonal Skills to communicate with Engineering teams, as needed
• Write/update documentation to keep track of known issues/trends and mitigate known issues

What You’ll Need

• Strong interpersonal skills and critical thinking
• Excellent writing skills and the ability to communicate technical information to less technical people
• Penchant for writing technical documentation and reports
• Knowledge of the SDLC (Software development life cycle) and the role bugs/bug fixing plays
• Knowledge of Agile methodology to communicate and understand our teams timelines/ceremonies, etc.
• Knowledge of ticketing systems (and experience in at least one)
• Penchant for Root cause analysis and communicating said issue(s)
• Working SQL and networking knowledge
• Working knowledge of problem management
• Ability to understand and write object oriented programming in a language such as PHP, Javascript, Python, etc. with a goal to becoming a software developer

Nice To Have

• Aspirations to becoming a software engineer after learning Wayfair’s systems and strengthening our Application Support/Support process
• Experience in using Service Now

About Us

Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking. No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.

Assistance for Individuals with Disabilities

Wayfair is fully committed to providing equal opportunities for all individuals, including individuals with disabilities. As part of this commitment, Wayfair will make reasonable accommodations to the known physical or mental limitations of qualified individuals with disabilities, unless doing so would impose an undue hardship on business operations. If you require a reasonable accommodation to participate in the job application or interview process, please let us know by completing our Accomodations for Applicants form.

Need Assistance?

About Wayfair Inc.Your personal data is processed in accordance with our Candidate Privacy Notice (https://www.wayfair.com/careers/privacy). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at dataprotectionofficer@wayfair.com.