Sr Support Engineer 1

Scope We are a leading SaaS and AI-driven Global Supply Chain Solutions software product company and Glass Door s Best Places to Work The only company recognized as a Leader in 3 2021 Gartner Magic Quadrant reports covering supply chain planning solutions transportation management systems and warehouse management systems Our Current Technical Environment Software Unix Any scripting language WMS application Any PL SQL API MOCA Future Software - Kafka Stratosphere Microservices Java Application Architecture Native SaaS Cognitive Cloud Architecture Private cloud MS Azure ARM templates AKS HD insight Application gateway Virtue Networks Event Hub Azure AD What you will 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 5 to 8 years of experience Team Experience Experience in working as a team Skills Good communication and strong analytical skills Domain Knowledge Fair understanding of the TMS Supply Chain domain Technical Proficiency Experience in working with SQL Oracle DB complex queries 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 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 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