Support Engineer 1

This position is required to: \- provide excellent customer experience and solution support to Blue Yonder customers with ownership \- passionately collaborates and engages within and beyond his/her team with empathy \- builds and demonstrates basic competency in Azure & relevant tools and technologies, product and domain, solution architecture etc. \- consitently demonstrates customer centricity and relentless attitude to innovate through team work \- add value by developing knowledge article as well as working on operational improvements  a) Seamless Application Support to Blue Yonder Customers     - Delivers excellent customer experience by resolving customer issues mostly of moderate complexity.       -Displays end-to-end ownership.     - Resolves internal alert cases generated by Blue Yonder internal tools     - Actively engages in application health monitoring using M&D tools     - Attends case quality training and ensures adherence to SLA/SLO and quality practices     - Obtains customer satisfaction by displaying ownership, engagement and pro-activeness     - Proacively seeks guidance, strives and commits to improve service quality.     - Expected to work in shifts and provide OOH support to facilitate 24x7 customer support              b) Communication and Collaboration     - Communicates (verbal and written) effectively with the customers     - Collaborates relentlessly, passionately and respectfully with various Blue Yonder teams and partners     - Displays professionalism and empathy during internal and external conversations. Appreciates cultural differences. c) Competency development and demonstration     - Technical:        1. Demonstrates basic 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 in relevant programming languages           - Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)           - Troubleshooting Mobile application issues        2. Demonstrates basic expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.:           - to monitor application health and investigate application issues.           - to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues     - Product and Domain:       i. Attends product boot-camp and learns standard product features to resolve non-complex issues       ii. Acquires basic domain knowledge to understand the business processes of the customers       - Solution Architecture:       Possesses combination of one or more following skills, as required for concerned solution.         1. Basic understanding of solution architecture relevant for concerned solution, for e.g.,            - Multiple layers of solution architecture including Client-Server and database, Load Balancers, Middleware            - Integration with external devices/systems, data flows            - Identity and Access Management (ex: Native, OAUTH, SSO etc.)        2. Basic skills on architecture framework, tools and technologies relevant for concerned solution, for e.g.,            - Webservers (ex: IIS, Tomcat)            - Operating System framework and relevant scripting languages (ex: PowerShell, Batch scripting, vb scripting etc.)            - Architecture framework (ex: ASP.Net, Java)            - Tools to analyze server and application logs and dumps (ex: Wireshark, PERFMON, PerfView, Event viewer etc.)       3. Basic understanding of Azure concepts relevant for concerned solution, for e.g.,           - Native SAAS or containerized applications, Kubernetes           - Azure deployment models (ex: serverless / PAAS, scaleset, ASR)           - Azure automations and CI CD pipeline - GitHub, Jenkins       4. Basic capability in cloud operational activities as per the requirements of concerned solution, for e.g.,             - Application deployment and troubleshooting issues related to deployment            - Troubleshooting and fixing application availability issues            - Application health monitoring            -  Developing automations (Python, Cycle, RPA etc.)       5. Basic capability in application performance engineering skills as required for concerned solution, for e.g.,           - DB health analysis (statistics, fragmentation, query execution plan, indexes)           - Executes prescribed KPI-based proactive performance review             - Behavioral:       i. Develops service mindset ~ constantly displays customer-centricity and ownership       ii. Seeks regular perfomance feedback and works on self-development       iii. Pro-actively identifies learning opportunities d) Value Addition     - Contributes to Knowledge Centered Support (KCS) by:       i. creating quality articles with minimal guidance from leads or mentors       ii. leveraging existing articles to provide faster resolution to solution issues           - Identifies opportunities for operational improvements (ex: automation, process changes etc.)       i. identifies opportunities pro-actively and discusses with leads or mentors       ii. Collaborates with team members to implement and operationalize **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](https://blueyonder.com/about/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.