Sr Support Engineer

2 days ago

Coimbatore, Tamil Nadu, India Blue Yonder Full time ₹ 20,00,000 - ₹ 25,00,000 per year

What youll 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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