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Warehouse IT Support Associate

The WITS team provides hands-on technology support for warehouse and fulfillment center operations. We partner closely with Operations, Facilities, and site leadership to keep technology running smoothly and minimize production downtime.

Our team values visibility, teamwork, and strong customer relationships. We support 24/7 operations by collaborating across sites, responding quickly to issues, and continuously improving how we deliver IT support. This is a great team for people who enjoy being hands-on, learning in real time, and making a direct impact on daily operations.

The WITS Support Associate is an entry-level role responsible for providing first-line technology support to warehouse and fulfillment center employees. This position focuses on intake, basic troubleshooting, documentation, and proper escalation of IT issues to ensure minimal production downtime.

You will work under close guidance and with support from experienced team members while learning core IT fundamentals, support processes, and warehouse operations. This role is ideal for someone starting their IT career who is eager to learn, communicate effectively, and support a fast-paced, operational environment.

The WITS Support Associate plays a key role in maintaining service quality by prioritizing support requests, documenting issues accurately, and building strong relationships with Warehouse Operations teams. Flexibility is required, as support may include rotational or on-call coverage for 24/7 fulfillment centers.

What You’ll Do

+ Serve as the first point of contact for technology support requests

+ Intake, triage, and categorize incoming issues to ensure they are routed correctly

+ Perform basic troubleshooting, such as password resets, access issues, and simple connectivity checks

+ Create and update support tickets with clear, accurate documentation

+ Escalate most technical issues beyond initial troubleshooting, ensuring complete and accurate hand-offs

+ Monitor support requests and prioritize work to help meet service-level expectations

+ Communicate clearly, professionally, and empathetically with end users

+ Build strong relationships with Warehouse Operations by spending time on the warehouse floor

+ Support local site issues and assist with basic IT inventory tracking

+ Use internal documentation and resources to research issues and gather information

+ Ask clarifying questions and take a data-driven approach to understand problems

+ Follow IT policies, procedures, and best practices

+ Participate in team initiatives focused on continuous improvement

Must be flexible to work various shift within a 24/7 environment. This shift is a 4 x 10 shift - M/Tue - Th/Fri (Subject to change)

Career Growth & Development

This role is designed as an entry point into the WITS organization. Successful WITS Support Associates gain hands-on experience with IT systems, support processes, and warehouse operations. With continued learning and performance, associates may progress into other technical and operational roles.

Training, mentorship, and exposure to real-world IT challenges are core components of this role.

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 (https://docs.google.com/forms/d/1ElBqKaQYGR9j0NiQHQYCGbHkqKqN746Nk62pI32IyLU) .

Need Technical Assistance?

For more information about applying for a career at wayfair, visit our FAQ page here (https://www.aboutwayfair.com/careers/careers-faq) .

About Wayfair Inc.

Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston, 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, genetic information, or any other legally protected characteristic.

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 [email protected].