Associate Support Engineer

Scope

Deliver flawless application support to BY customers by resolving complex solution issuesDrive, 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 domainOwn 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 byUnderstanding customer raised issues and take appropriate actions to resolve the same – Cloud /SaaSReviewing the product source code or design document as necessaryOwning and resolve all cases for global customers, adhering to defined SLA’sDocumenting learnings and create knowledge articles for repeated casesReplicating and maintain customer environmentsMaintaining knowledge of customer solution and customizationDemonstrating sense of urgency and swiftness with all customer interactionsActing as Techno-functional POC for all cases and ensure timely triage and assignmentUtilizing instant messenger and other tools to collaborate globallyWorking in shifts and being flexible with the timingsMeeting organization and team level goalsImproving Customer Satisfaction by providing quality and timely solutions to reported issues and follow-up until case closureIdentifying areas of improvement and scope of automation on routine tasks or activitiesHelping 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 yearsGood Communication and Strong Analytical SkillsSupply Chain domain experiencePossess Strong Techno-Functional ExpertiseTech 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 availabilityExperience with varied tools such as AppD & SplunkExperience 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 ValuesAll 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.