Fortna ★ 4.5

FORTNA partners with the world’s leading brands to transform omnichannel and parcel distribution operations. Known world-wide for enabling companies to keep pace with digital disruption and growth objectives, we design and deliver solutions, powered by intelligent software, to optimize fast, accurate and cost-effective order fulfillment and last mile delivery. Our people, innovative approach and proprietary algorithms and tools ensure optimal operations design and material and information flow. We deliver exceptional value every day to our customers with comprehensive services and products including network strategy, distribution center operational design and implementation, material handling automated equipment, robotics and a comprehensive suite of lifecycle services.

At FORTNA, we believe in fostering a workplace that isn't just a job but a movement – a collective effort to redefine success and transform challenges into opportunities. "Join the Movement" encapsulates our commitment to a workplace culture that thrives on collaboration, celebrates diversity, and empowers every individual to contribute to something greater than themselves. Our Team. Our Passion. Our Approach.

Location: FORTNA Hanoi Office

Team: CSE - 24/7 Global Support

Schedule: Rotational Shift | 5 days/week | Includes evening, weekend, and holiday coverage

Reports to: Manager, Software Sustainability

PRIMARY RESPONSIBILITIES INCLUDE:

• Goal Ownership: Take responsibility for individual and department goals as agreed upon with the Software Manager.
• Advanced Troubleshooting & Solutions: Perform in-depth troubleshooting and implement permanent solutions for recurring issues.
• System Expertise & Incident Management: Demonstrate a strong understanding of Warehouse Execution Systems (WES) / Warehouse Control Systems (WCS) to ensure timely resolution of critical incident tickets (P1/P2) while documenting resolution steps and conducting Root Cause Analysis (RCA).
• Stakeholder Communication & Accountability: Maintain availability, accountability, and clear communication with customers and key stakeholders when clarifying, investigating, and resolving escalated incident tickets.
• Flexible Shift Work: Ensure adherence to the flexible shift schedule, where team members work five days per week, totaling 40 hours, with two days off - one on the weekend and one on a weekday. This structure helps maintain sufficient resource availability, including during holidays and weekends, while ensuring software support coverage from 7 PM to 7 AM EST. Night coverage is split across the team, providing overlap without overloading individuals.
• Mentorship & Support: Guide and mentor Junior Software Engineers on troubleshooting and resolving incident tickets.

REQUIRED QUALIFICATIONS:

• Education: Bachelor’s degree in computer science or a related field.
• Technical Expertise: At least 5 years of experience in Java, enterprise application development, and concurrent programming.
• Language Proficiency: Proficiency in English.
• Troubleshooting & Development: Experience in technical troubleshooting and software development.
• Technology Stack: Experience with Linux, Docker, Oracle, PostgreSQL, and Microservices.
• Communication & Collaboration: Excellent oral and written communication skills, with the ability to articulate technical concepts to project members and stakeholders; must be a team player who collaborates well with both technical and non-technical resources.
• Soft Skills: Strong interpersonal, organizational, time management, and problem-solving skills.
• Maintenance Experience (Plus): Prior experience working on maintenance projects or customer support is a plus.