Estes Forwarding Worldwide (EFW) is a leading domestic and international freight forwarder in the United States, providing customized logistics and warehousing solutions for clients around the world and across all industries via air, ground, and ocean freight. A subsidiary of Estes Express lines with corporate located in Richmond, Virginia, EFW is uniquely backed by Estes Express Lines’ extensive line haul network providing EFW clients with a hybrid transportation network. The company has received industry awards, including Specialty Carrier of the Year and E-Commerce Delivery Carrier of the Year, and has been recognized by Global Trade Americas as a leading 3PL to watch.

We are proud to offer highly competitive pay and a comprehensive benefits package, including:

• Paid vacation, sick time, and holidays
• 401(k) plan with company match
• Medical, dental, and vision insurance
• Short- and long-term disability plans
• Life and accidental death & dismemberment insurance
• Job referral bonus program

The Support Engineer is responsible for production support of all software and integrations developed by the Software Engineering teams, including but not limited to EDI, XML and flat file integrations, managed file transfers, and database integrations, web applications and APIs. The Support Engineer may also be responsible for creating new integrations or making changes to existing integrations in accordance with the engineering teams’ coding standards and best practices.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Respond to support requests using Jira Service Management and Jira Cloud. Issues may include, but are not restricted to, requests for clarification or information, perceived processing problems, actual processing problems, requests for system changes, vendor surveys, and procedural issues, and access requests.
• Proactively monitor inbound and outbound EDI, XML and flat file integrations for failures using all available applications and tools.
• Monitor managed file transfers to identify data transmission issues.
• Monitor and resolve issues with API transmissions.
• Investigate issues by reviewing system logs and querying SQL Server.
• Research support requests within web applications to answer questions, identify bugs, troubleshoot, and resolve issues.
• Participate in refining requirements for new integrations with both internal and external stakeholders.
• Develop new integrations and make necessary changes to existing integrations based on requirements.
• Participate in code reviews and commit changes to source control (GitHub).
• Setup managed file transfers using protocols such as FTP , SFTP and AS2 in GoAnywhere MFT.
• Make suggestions for changes that proactively prevent future support issues.
• Communicate effectively with stakeholders and project managers to clarify requirement son support requests.
• Communicate confidently with internal and external customers.
• Collaborate with cross functional teams to ensure seamless integration processes.
• Coordinate testing efforts with trading partners and cross functional teams to make sure that all elements of a data integration are as designed.
• Participate in an on-call rotation for after hours, weekend and holiday support.
• Other duties and functions as assigned.
• Regular attendance is required.

• Comply with company C-TPAT and TSA security procedures.
• Perform other duties as assigned.

Minimum of a Bachelor's degree (or equivalent) and 1-3 years of experience in Information Systems and Technology. Customer support experience is desired. However, a combination of experience and/or education will be taken into consideration.

SKILLS AND ABILITIES

• Working knowledge of Relational databases is required.
• Experience writing T-SQL queries and ability to interpret stored procedures, functions, and views.
• Knowledge of MS Excel, MS Word, and Internet Explorer is required.
• Working knowledge of file transfer protocols is preferred (FTP, SFTP, AS2).
• Strong communication skills, good organizational skills, and ability to problem solve.
• Ability to work independently and in a fast-paced team environment.
• Prior knowledge of EDI ANSI X12 preferred.
• Working knowledge of Object Orientated programing languages such as Java, VB, or .Net is preferred.
• Experience working with TieKinetix products (Evision 6, Evision 7, SmartBridge) or other EDI translators (Cleo, Boomi, etc.) preferred.
• Experience working with GoAnywhere MFT preferred.
• Familiarity with RESTful API technology is preferred.
• Knowledge of the domestic and international supply chain industry preferred.
• Must be able to interact well with others.
• Ability to read and interpret complex business and/or technical documents.
• Ability to write comprehensive reports and detailed business correspondence.
• Ability to work with groups of people such as other departments and communicate known concepts.
• Ability to solve problems with a variety of concrete variables through semi-standardized solutions that require some ingenuity and analysis.
• Ability to draw inferences and follow prescribed and detailed procedures to solve moderately complex problems.
• Must be eligible to work in the United States.
• At this time, EFW will not sponsor a new applicant for employment authorization for this position.
• Must pass a pre-employment drug screen, random drug and/or alcohol tests, and will be subject to a criminal history background check.
• EFW offers an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, ethnicity, color, creed, religion, national origin, age, disability status, protected veteran status, marital status, sexual orientation, gender identity or expression, or any other legally protected status.

EFW is an Equal Opportunity Employer, Minorities/Female/Disabled/Veteran.