Overview:
-
Join our leading AI-driven Global Supply Chain Solutions Software Product Company, recognized as one of the “Best Places to Work”.
-
We are seeking a skilled Senior Support Engineer to enhance customer experience and provide robust solution support to Blue Yonder (BY) customers.
-
The role demands an innovative, proactive approach to customer value creation and involves resolving complex technical issues with high expertise.
Scope:
-
Customer Solution Ownership: Achieve high customer satisfaction and positively impact NPS scores through end-to-end ownership, engagement, and proactive support.
-
Global Team: Collaborate with 120+ global associates across the US, Mexico, India, Australia, and the UK, with rapid growth expected.
Our Current Technical Environment:
-
Software: BY Discrete, SQL, AppDynamics, Splunk, Oracle/MSQL, Java, GIT, Rest API, OAuth
-
Cloud Architecture: MS Azure (ARM templates, AKS, Application gateway, Virtue Networks, Event Hub, Azure AD)
-
Application Architecture: Scalable, resilient, event-driven, secure multi-tenant microservices architecture
-
Frameworks/Others: Kubernetes, Kafka, Elasticsearch, Spark, NoSQL, RDBMS, Springboot, Gradle GIT, Ignite
What You’ll Do:
-
Support Engagements: Work with global technical and functional teams to support various customer engagements.
-
Customer Interaction: Understand customer requests, support designed products/solutions to meet business requirements, and ensure high customer satisfaction.
-
Issue Resolution: Address and resolve technical issues adhering to SLAs, document learnings, and create knowledge articles.
-
Environment Management: Replicate and maintain customer environments and knowledge of customer solution architecture and integration points.
-
Customer Satisfaction: Provide quality and timely solutions to improve customer satisfaction and follow-up until closure.
-
Stakeholder Interaction: Interact with internal and external stakeholders and report to management.
-
Process Improvement: Identify areas for improvement and automation in routine tasks.
-
Continuous Learning: Stay updated with new technologies and products, demonstrate quick learning ability, and maintain good interpersonal and communication skills.
-
Architecture Simplification: Drive simpler, more robust, and efficient architecture and designs.
-
Product Representation: Confidently represent product and portfolio, including vision and technical roadmaps, within the company and to strategic customers when necessary.
Detailed Responsibilities:
-
Customer Issue Resolution: Understand customer-raised issues, especially in Cloud/SaaS environments, and take appropriate actions to resolve them.
-
Code Review: Review product source code or design documents as necessary.
-
Case Management: Own and resolve all cases for global customers, adhering to defined SLAs.
-
Knowledge Sharing: Document learnings and create knowledge articles for repeated cases.
-
Environment Replication: Replicate and maintain customer environments.
-
Solution Knowledge: Maintain knowledge of customer solutions and customizations.
-
Urgency in Interaction: Demonstrate a sense of urgency and swiftness in all customer interactions.
-
Techno-Functional Point of Contact: Act as the techno-functional POC for all cases, ensuring timely triage and assignment.
-
Global Collaboration: Utilize instant messenger and other tools to collaborate globally.
-
Shift Work: Work in rotational shifts and be flexible with timings.
-
Goal Achievement: Meet organizational and team-level goals.
-
Customer Satisfaction: Improve customer satisfaction by providing quality and timely solutions and follow-up until case closure.
-
Process Automation: Identify areas for improvement and scope for automation in routine tasks or activities.
-
Team Player: Help in meeting team-level goals and be a team player.
What We Are Looking For:
-
Educational Background: Bachelor’s degree (STEM preferred) with a minimum of 4 to 6 years of experience.
-
Team Experience: Experience in working as a team.
-
Skills: Good communication and strong analytical skills.
-
Technical Proficiency: Experience in working with SQL/Oracle DB complex queries.
-
Domain Knowledge: Fair understanding of the Supply Chain domain.
-
Support Engineering Experience: Experience in support engineering roles.
-
Techno-Functional Expertise: Possess strong techno-functional expertise.
-
Tech Savviness: Ability to adapt to any technology quickly.
-
Critical Issue Support: Provide technical and solution support during critical/major issues.
-
Tool Experience: Experience with varied tools such as AppDynamics, Splunk, and ServiceNow.
-
Shift Flexibility: Flexible to work in shift timings:
-
Shift 1: 6 am to 3 pm
-
Shift 2: 2 pm to 11 pm
-
Shift 3: 10 pm to 7 am
By joining us, you will be part of a dynamic team committed to enhancing customer satisfaction through innovative solutions and continuous improvement in the supply chain industry.
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.
