Lead Support

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
• 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:

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.