Associate Support Engineer

1 week ago

IND Coimbatore, India Blue Yonder Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Scope:

Deliver flawless application support to BY customers by resolving complex solution issues

Drive, as a lead SME, resolution of escalated and complex solution issues in collaboration with multiple BY 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:

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

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 0 to 2 years
Good Communication and Strong Analytical Skills
Supply Chain domain experience
Possess Strong Techno-Functional Expertise
Tech Savvy able to adapt to any technology faster
Experience of managing ERP products is preferred
Provide technical and solution leadership during Critical/Major issues.
Demonstrable experience, thorough knowledge, and interests in Cloud native architecture, Distributed micro-services, Multi-tenant SaaS solution and Cloud Scalability, performance and High availability
Experience with varied tools such as AppD & Splunk
Experience working in a team

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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