Support Engineer 2

3 weeks ago

Hyderabad India Blue Yonder Full time

Job Description

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

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.

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