Sr Support Engineer 2

Job Description

Overview:

- Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor's Best Places to Work
- Seeking an astute individual that has a strong techno-functional foundation with strong Application Support Experience in WMS or Supply Chain Domain.

Scope:

- Deliver flawless application support to BY customers by resolving complex solution issues
- Drive, as a lead SME, the resolution of escalated and complex solution issues in collaboration with multiple BY and customer stakeholders.
- Implement Advanced Quality Prevention plans to improve solution and service reliability
- Deepen competency on end-to-end solution architecture, performance engineering, and relevant SaaS tools OR business processes and industry domain
- Own customer solution and enhances solution stability and service quality, eventually enabling an increase in customer satisfaction, consumption and adoption of the service
- Engage early in customer implementation projects to provide solution design and architecture inputs from operability and reliability perspectives and to ensure seamless delivery continuum into Operate through phased go-lives.
- Act as a Senior solution SME providing mentorship to Support Engineers, delivering product/technical training and supporting in improving the capability and delivery quality of the team.
- Adopt AI into day-to-day operations

Our Current Technical Environment:

i. Demonstrates strong 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
- Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)
- Troubleshooting Mobile application issues

ii. 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

Work Schedule: Rotational Shifts

- This role involves rotational shifts, including night shifts, to provide 24/7 application support.
- Flexibility to work weekends and public holidays as per shift schedule.
- Ability to handle responsibilities independently during off-hours.

What you'll do:

- Delivers excellent customer experience by driving resolution of customer issues of high complexity and criticality including non-functional / performance related issues.
- provides direction and inputs for Root Cause analysis and proposes prevention ideas.
- guides/assists team members to resolve medium complexity issues.
- Proactively implements Advanced Quality Prevention quality plans including but not limited to regular and proactive solution health monitoring process, tools and procedures validation frameworks post application patching, upgrades and maintenance
- Guides the team to plan and implement early detection and resolution as well as outflow and recurrence prevention quality strategies
- Drives/leads resolution of escalated and complex issues in collaboration with multiple BY and customer stakeholders.
- Keeps a track of adoption and consumption numbers and analyzing the trends and providing inputs for improvement.
- Owns solution for customers.
- Positively and proactively collaborates with TAM to drive CSM to support plans to improve SAAS consumption, adoption, and business value
- Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership, engagement, and pro-activeness
- Monitor and correct solution performance, stability, and sizing during customer roll-out phase
- Early engagement in customer implementation projects including agile/multi-sprint projects
- to provide inputs during project phases to improve scalability, reliability, operability, and profitability of solution
- to gain very good understanding of customer business process, solution, and architecture
- to ensure seamless delivery continuum into Operate through phased go-lives.
- demonstrate high competency in end to end solution architecture, performance engineering and relevant SaaS tools and technologies OR business processes and industry domain
- act as Senior Subject Matter Expert providing mentorship to Support Engineers, delivers product/technical trainings and as JIRA Gatekeeper to review and prevent inflow of WAD JIRA to PD.

What we are looking for:

- Bachelor's degree (STEM preferred) and minimum 5 to 8 years of experience in Customer Support or Product Support
- OS & Platform: Windows Server (2012/2016/2019), Azure/AWS/GCP or any OnPrem Data centers
- Java/.net Application Troubleshooting: Log analysis, exception tracing, thread/heap dumps
- Web & App Servers: Apache Tomcat, WebLogic, IIS etc
- Scripting: PowerShell, Python or any scripting language
- Databases: SQL Server, Oracle - basic SQL for issue tracing
- Networking Basics: Ports, firewalls, load balancer flow understanding
- Monitoring & Logging Tools: Splunk, AppDynamics or any relevant tools
- ITSM & Ticketing: ServiceNow, JIRA
- Experience with Splunk for log monitoring and alert setup
- Familiarity with AppDynamics or similar APM tools for performance troubleshooting
- Azure Basic/Administrator certification or hands-on cloud admin experience
- Understanding of Generative AI concepts and tools (e.g., GitHub Copilot)
- Exposure to microservices, REST APIs, JSON/XML
- Experience in applying AI-powered analytics tools for operations performance monitoring and forecasting.
- Exposure to AI-based process automation to streamline repetitive tasks and improve efficiency.
- Familiarity with Generative AI tools for documentation, reporting, and knowledge management.

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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.