Support Engineer 2

3 days ago

Hyderabad, Telangana, India Blue Yonder Full time ₹ 5,00,000 - ₹ 12,00,000 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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