Location: Bengaluru, Karnataka
Job Type: Full-time
Work Arrangement: Hybrid (Candidates must be based in Bangalore and follow their team’s hybrid schedule)
Benefits: Paid time off
Wayfair is one of the world’s largest online destinations for home goods. Whether you're working from our global headquarters in Boston or from one of our many global offices and warehouses, we're reinventing the way people shop for their homes.
Through a commitment to industry-leading technology, innovation, and customer service, we’re creating a place where all voices are heard and all ideas matter. If you're looking for career growth, continuous learning, and meaningful challenges, you'll find them here at Wayfair.
We are seeking a dedicated and proactive Order Lifecycle Engineer II to provide technical support for Wayfair's Customer Service teams. This role is critical in maintaining the performance of our order management and CRM tools, especially during major incidents and outages. You’ll act as an expert in Wayfair’s order management systems and work closely with platform engineers to identify root causes, drive improvements, and ensure uninterrupted service for both internal teams and customers.
Respond to technical issues and incidents via ServiceNow ticket queues related to order management and CRM tools.
Troubleshoot system disruptions to minimize impact on customer service operations.
Serve as a key responder during major incident scenarios, coordinating with platform engineers to resolve issues quickly.
Collaborate with engineering teams to provide feedback and suggest improvements in the tools.
Extract insights from incident reports to prevent recurring problems and improve system stability.
Maintain a Known Error Database (KEDB) and develop detailed documentation for troubleshooting and resolution.
Convert incidents into problems and escalate to appropriate teams as needed.
Build training content and provide mentorship to junior and new team members.
Educate and support end-user teams, enabling them to resolve common issues independently.
Identify process inefficiencies and work collaboratively on long-term solutions.
Ensure team adherence to ticket service level agreements (SLAs).
Stay up-to-date with feature updates and workflow changes in the order management systems.
Communicate effectively with both technical and non-technical stakeholders.
Proven experience in technical support, with a focus on incident response and troubleshooting.
Strong understanding of order lifecycle management and customer service operations.
Excellent analytical and problem-solving abilities, especially under pressure.
Strong verbal and written communication skills for both technical and non-technical audiences.
Experience working cross-functionally with business stakeholders and engineering teams.
A customer-first mindset focused on providing exceptional internal and external experiences.
Proficiency in SQL scripting for data extraction and workflow optimization.
Hands-on experience with data analysis and visualization tools like:
Datadog
Kibana
Google BigQuery
Please note: There will be PTO blackout periods during key business events such as Wayday, Black Friday, and other peak sales times, as determined by management.
Wayfair is proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, or any other legally protected characteristic. Every voice, every perspective matters — we’re committed to building a diverse and inclusive workplace.
Your personal data will be handled in accordance with our For questions or data rights requests, please contact us at
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