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Support Engineer 2 - PLSQL/Unix/GenAI/ML/Python
Overview:
The Technical and functional team within Blue Yonder operates globally with over 100 team members in the US, India, UK, Mexico and Japan. We are seeking an engineer with a strong technical foundation to develop fit-for-purpose extensions or reusable artifacts for our customers that provide increased value beyond our base product solutions.
Role Scope:
Core responsibilities is required to:- Provide excellent customer experience and solution support to BY customers with end-to-end ownership, proactive and innovative approach- Plan and execute implementation of high service quality through continuous improvements in the operational processes by regular tracking of operational metrics and leveraging lean methodology, automation etc.- Own Tier 1/2/3 customer solution as required, enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption and adoption of the service-- Consistently demonstrate customer centricity and relentless attitude to innovate through positive teamwork beyond his/her team- Build and demonstrate high competency in product and domain, Azure & relevant tools and technologies, solution architecture etc.
What you'll do: (Responsibilities)
- Understanding of Database structures. Understanding of various functional platforms and infrastructures.
- Responsible for the quality service, including communication, resolutions, and case content.
- Maintain customer satisfaction - level of service, monitor SLA compliance.
- Ensures quantity and quality content in the Knowledgebase. Create knowledge base articles for recurring issues.
- Manages the day-to-day team activities to ensuring adherence of operational guidelines.
- Adherence to department and company operational guidelines, meet organization and personal goals.
- Work in shifts on rotation basis. Be On-Call over weekends on rotation basis.
- Provides technical support during a customer's product implementation and "go-live" periods.
- Understands business features and functionality to be provided by the product.
- Should be able to investigate all angles and identify the root cause to solve a variety of problems. Proactively evaluates and promotes the same outlook in the team.
What we are looking for: (Qualifications)
- Bachelor's degree (or equivalent) in Computer Science or Engineering or other relevant discipline.
- 3-5 years of corporate experience in customer facing roles for any Enterprise solutions
- PLSQL/ SQL Server / MS SQL scripting/ PowerShell Scripting
- IIS and Tomcat
- Excellent computer skills with in-depth knowledge of operating systems, client/server technology, ERP systems, Integration and Middleware technologies and applications
- Good knowledge on relational database concepts
- 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
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.
Experience LevelMid Level