Support Engineer 2

**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](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.