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Support Engineer 2
2 weeks ago
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.
