Support Engineer 2

2 days ago

Bengaluru East Karnataka, India Blue Yonder Full time ₹ 12,00,000 - ₹ 24,00,000 per year

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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