Support Engineer 2 - by Tms Transportation Management

**Scope:**  * Deliver flawless application support to Blue Yonder customers by resolving complex solution issues.  * Drive 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:**  * Demonstrates strong technical expertise as required to support concerned solution, for e.g., \- DBMS (ex: SQL, Oracle) for application support; writing, reviewing, and im proving queries, procedures etc.   - Troubleshooting Application issues  * 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 4 to 6 years.  * Strong DBMS (ex: SQL, Oracle) skill set with atleast 4 years hands on.  * Good Communication and Strong Analytical Skills  * Person with prior support experience with fair knowledge on handling issues within SLA’s  * Preferably Blue Yonder TMS knowledge, else basic Supply Chain domain experience  * Person who can communicate flawless with Customer and other stakeholders.  * Possess Strong Techno-Functional Expertise  * Tech Savvy able to adapt to any technology faster.  * Experience with varied tools such as AppD & Splunk, SNOW  * Good Team Player. **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.