Support Engineer 1 Full Time

Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor’s “Best Places to Work”

Seeking an astute individual that has a strong techno-functional foundation with strong Application Support Experience in Supply Chain Domain.

Scope

Deliver flawless application support to Blue Yonder customers by resolving complex solution issues

Drive, as a lead SME, resolution of escalated and complex solution issues in collaboration with multiple Blue Yonder and customer stakeholders.

Deepen competency on end-to-end solution architecture and relevant SaaS tools OR business processes and industry domain

Own customer solution and enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption, and adoption of the service

Our Current Technical Environment

i. Demonstrates strong technical expertise as required to support concerned solution, for e.g.,

• DBMS (ex: SQL, Oracle) for application support; writing, reviewing, and improving queries, procedures etc.
• Code debugging
• Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)
• Troubleshooting Mobile application issues

ii. Demonstrates strong expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.:

• to monitor application health and to investigate application issues.
• to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues

What You’ll Do

Delivers excellent customer experience by

Understanding customer raised issues and take appropriate actions to resolve the same – Cloud /SaaS

Reviewing the product source code or design document as necessary

Owning and resolve all cases for global customers, adhering to defined SLA’s

Documenting learnings and create knowledge articles for repeated cases

Replicating and maintain customer environments

Maintaining knowledge of customer solution and customization

Demonstrating sense of urgency and swiftness with all customer interactions

Acting as Techno-functional POC for all cases and ensure timely triage and assignment

Utilizing instant messenger and other tools to collaborate globally

Working in shifts and being flexible with the timings

Meeting organization and team level goals

Improving Customer Satisfaction by providing quality and timely solutions to reported issues and follow-up until case closure

Identifying areas of improvement and scope of automation on routine tasks or activities

Helping in meeting team level goals and be a team player

What We Are Looking For

Bachelor’s degree (STEM preferred) and minimum 0 to 2 years

Good Communication and Strong Analytical Skills

Supply Chain domain experience

Possess Strong Techno-Functional Expertise

Tech Savvy able to adapt to any technology faster

Experience Of Managing ERP Products Is Preferred

Provide technical and solution leadership during Critical/Major issues.

Demonstrable experience, thorough knowledge, and interests in Cloud native architecture, Distributed micro-services, Multi-tenant SaaS solution and Cloud Scalability, performance and High availability

Experience with varied tools such as AppD & Splunk

Experience working in a team

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.