1212 Product Support Jobs - Page 3

Amex GBT is a place where colleagues find inspiration in travel as a force for good and through their work can make an impact on our industry. We re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued. The MI analyst defines and develops jointly with clients the global MI strategy and coordinates production of reporting. They ensures that data is flowing across the countries in scope to deliver high quality management information and analytics to the regional account managers and global account manager/director so that they can draw conclusions and provide advice to clients global and regional category leads. What You ll do on a Typical Day: Key contact for anything MI related, including reporting tool product support, set up, maintenance, issue resolution and consultation Provides extensive consultation with internal and external end users of the MI reporting tools on product usage and functionality. Makes effective recommendations to product end users regarding which reports best correspond to the client s requirements and needs Production of standard travel MI data reporting (recurring/ad-hoc - local, regional and global) using data from Amex GBT internal reporting platforms Analyze reports and identify trends and their client impact Set up the globalization of all reporting and establish process to field questions of and for all data to drive improvement Support account managers in preparation for monthly meetings and reviews with the client regarding MI aspects Create formatting and recommendations for hierarchy based reports Establish new and current local region reporting Lead global data projects Provide strategic collaboration and support to clients and Amex GBT teams around reporting requirements and global mapping Oversight of the delivered recommendations to support MI initiatives Adheres to a Statement of Work that is outcome and results oriented with SLAs and clear expectations on deliverables and commitments Maintain expected productivity and customer satisfaction goals What We re looking for: Need go-getters who are energetic, curious and creative Bachelor s degree with 3+ years of relevant work experience on reporting and analytics. Candidates with prior knowledge and experience of working on travel data\industry will be preferred Strong organization, analytical and problem solving skills Expert in MS Office Suite, specifically Excel. SQL knowledge will be a plus Good knowledge in data visualization solutions including Tableau will be preferred Good communication & social skills, listening ability and written presentation skills Highly client-focused with the ability to demonstrate attention to detail and focus on quality Ability to develop and implement strategies to improve the customer experience Teammate, Flexibility/ability to adapt in a dynamic environment and committed to organization goals Willingness to work flexible hours, including those needed to support customers in other regions. Excellent time management skills required including ability to set priorities and work in a fast paced, multi-project environment Location Gurgaon, India The #TeamGBT Experience Work and life: Find your happy medium at Amex GBT. Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family . Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals. Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first. We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action. And much more!

ICE is seeking a Business Analyst to support the market surveillance technology used by its derivative exchanges This is an exciting opportunity to join ICE and work within its exchanges business; the successful candidate will be a pivotal and noteworthy intermediary between business and technology and will have unrivaled transparency into the fundamentals of both domains The individual will also be responsible for traditional business analyst activities, such as eliciting business and product requirements to then produce system requirements including functional specifications, use-cases, and logical flow modeling The Business Analyst s role is vital in the creation and ongoing ownership of documentation for our Development and Quality Assurance teams to efficiently undertake their responsibilities; as such, the successful candidate will be expected to become a subject matter expert on market surveillance technology, assisting in all facets of the SDLC whilst interacting with and supporting end users Responsibilities Engage and work with stakeholders to understand their processes and requirements Provide end users with product support to facilitate their daily activities and responsibilities; where necessary, prepare and provide training sessions and presentations Work independently to create documentation and original content resource material, with a particular focus on Business Requirement Documents (BRDs), Functional Requirement Documents / Specifications (FRDs/FRSs) Extract and analyze data using several tools (ServiceNow, Excel, Python, Splunk, SQL, etc ) Gather data and perform analysis in a timely manner and verify the accuracy of results Transform data analysis into information for broad audience consumption, including stakeholders and senior management, leveraging appropriate visualization and presentation techniques to drive decisions Assist Project Management with prioritization and tracking the implementation of system requirements Assist Development and QA as a SME on market surveillance technology Assist Product Management with roadmaps, initiatives, and vendor engagement Assist Operations with incident management, resolution, and root cause analysis Adhere to company cybersecurity and global policies; protect confidential customer information and the company s intellectual property Understand how the ICE markets, systems and technologies work Occasionally assist in end user support activities (account administration, incident management and root cause analysis, and creating and maintaining business application / end user resources) Study new technology and remain technically current Knowledge and Experience Bachelor s Degree in Business Development, Economics, Finance, Mathematics, or related discipline Must possess excellent written and oral communication skills Must be results-oriented and self-motivated Must possess a good working knowledge of software testing and building high quality software Must be proficient in the use of Microsoft Office (Word, Excel, PowerPoint, and Visio) Technical and functional business writing skills required Detail-oriented with demonstrated ability to write unambiguous requirements that do not imply design Ability to effectively facilitate requirements gathering sessions, reviews and issue resolution involving multiple stakeholders Demonstrates strong technical aptitude and understanding of how technologies impact delivery Software product development, business analysis, quality assurance, or related experience highly preferable Familiarity with Jira and Confluence preferable

Responsibilities Responsible for providing technical software support to customers in the areas of SDx/ SmartPlant Foundation and related applications. With proper guidance, Responsible for communicating with Customers regularly and manage their expectations for the various issues raised by them. Responsible to up to date in smart plant technologies and guide customer in right direction Responsible to investigate the root cause for the issues raised by customers and provide solution/ workaround Responsible for raising AZDO items for software bugs Responsible for testing any fixes provided by development team Skills Required: Good logical and analytical skills Good reasoning skills Good communication skills Good problem-solving skills Effective in a team environment as well as working independently Education / Qualifications B.Tech/ M.Tech in Mechanical Engineering

OPENTEXT - THE INFORMATION COMPANY OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation. AI-First. Future-Driven. Human-Centered. At OpenText, AI is at the heart of everything we do powering innovation, transforming work, and empowering digital knowledge workers. Were hiring talent that AI cant replace to help us shape the future of information management. Join us. Your Impact UCMDB Technical Consultant will provide technology consulting in the field of Infra Structure Discovery to external customers. Responsible for providing Implementation and Solution support to meet customers business needs and, consequently, for understanding customers businesses. Responsible for application administration and customization tasks for one or several highly complex customer cloud and off cloud deployments. A Technical Consultant possesses technical expertise in implementing, tuning and optimizing product solutions, adhering to Micro Focus (now Open text) best practices. WHAT THE ROLE OFFERS Experience in installation and configuration of UCMDB, UD and CMS UI Experience in UCMDB Advanced configurations like SSL, SSO, LDAP and HA configurations Experience in Protocols - WMI, SSH, NTCMD, SNMP and others etc. Basic Discovery and advanced level discovery includes host, host resources, Database, Middle ware and Application discovery. Experience in Creation of Views, TQL queries and Reports Experience in Application Modeling and Automatic Service Modelling (ASM) Enrichment and Impact Analysis creation exposure. UCMDB Upgrade experience from old versions to latest version UCMDB integration with SMAX, Service Now, NNMi, OBM and APM Experience in Jython/Python scripting Troubleshooting skills in UCMDB Server, Probe issues and discovery issues. Time flexibility for meetings that may be conducted outside local business hours Experience in working with Product Support and R&D for product related issues. Demonstrated technical documentation skills - technical documentation, solution design, release notes, user guides, test plans, test results summary document etc. WHAT YOU NEED TO SUCCEED Bachelor of Engineering or equivalent degree in computer science or related area of study At least 6-10 years Micro Focus/OpenText CMS products (UCMDB and UD) Implementation experience Good Infrastructure Knowledge, troubleshooting and programming skills. Basic Networking concepts, DB Concepts and Server OS concepts. Has sufficient technical knowledge to assist with the completion of specific deliverables. Able to communicate concepts with team and Customer. Able to produce basic documentation to required standards. Demonstrates understanding of assigned discipline or technical area. Demonstrate fundamental technical knowledge. OpenTexts efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at hr@opentext.com . Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenTexts vibrant workplace.

Education: HSC (12th Pass) / Graduate Language Requirement: English Job Description: We are hiring energetic and customer-focused individuals to join our BPO team in Viman Nagar, Pune. As a Customer Support Executive, you will be the first point of contact for our customers, assisting them with inquiries, complaints, and support via phone. Key Responsibilities: Handle inbound customer calls for queries, complaints, or product/service support. Resolve issues efficiently and provide accurate information. Maintain customer satisfaction through effective communication and problem-solving. Record and update customer interactions in the CRM system. Escalate unresolved issues to appropriate internal teams. Meet daily and monthly targets (call volume, resolution, satisfaction, etc.). Required Skills: Good communication skills in English. Basic computer knowledge (typing, CRM usage, data entry). Polite, patient, and customer-oriented approach. Ability to work in a fast-paced environment. Qualifications: Minimum HSC (12th pass); graduates preferred. Prior experience in a call center is an advantage but not mandatory. Freshers are welcome.

We are seeking a highly skilled and motivated software Implementation Engineer to join our team. As an Implementation Engineer, you will play a crucial role in the successful deployment of our products and solutions, ensuring they meet the specific needs and requirements of our clients. You will collaborate with cross-functional teams, including sales, development, and customer support, to deliver high-quality implementations that drive customer satisfaction and business growth. Key Responsibilities: Solution Implementation: Lead the end-to-end implementation of our products and solutions for clients, ensuring they are configured and integrated to meet the client's unique needs. Client Engagement: Establish and maintain strong relationships with clients, acting as a trusted advisor throughout the implementation process. Communicate effectively to manage expectations and ensure client satisfaction. Requirements Analysis: Work closely with clients to understand their business processes, goals, and technical requirements. Translate client requirements into actionable implementation plans. Technical Expertise: Utilize your deep technical knowledge to configure and customize our products and solutions to align with client needs. Troubleshoot technical issues that may arise during implementation. Documentation: Create detailed documentation of implementation plans, configuration settings, and best practices. Provide training and knowledge transfer to clients as needed. Quality Assurance : Perform thorough testing and quality assurance to ensure that implementations meet quality standards and functional requirements. Humanware is a dynamic and innovative technology company dedicated to providing cutting-edge solutions to our clients. We specialize in the HRMS domain and a core IT company. as Humanware we are committed to delivering exceptional value through our products and services.

Perform advanced technical calculations in machine tool and general industry sector and provide technical solution to customer for new product developments. Perform failure investigation at lab or customer site . Required Candidate profile Strong technical knowledge on bearing products and application. on-site engineering support (Technical support, machine tool spindle bearing assembly, troubleshooting, failure investigation, etc.

Perform advanced technical calculations in machine tool and general industry sector and provide technical solution to customer for new product developments. Perform failure investigation at lab or customer site . Required Candidate profile Strong technical knowledge on bearing products and application. on-site engineering support (Technical support, machine tool spindle bearing assembly, troubleshooting, failure investigation, etc.

Job Responsibilities for Technical Account Manager Account Management: Serve as the main technical point of contact for key customers. Develop and maintain strong, long-term relationships with clients. Understand customer needs and business objectives to provide tailored support and solutions. Oversee customer accounts to ensure they receive the maximum value from our products and services. Conduct regular account reviews to assess customer satisfaction and identify opportunities for improvement. Develop and implement account strategies to drive customer success and retention. Monitor project progress and address any issues or challenges that arise. Technical Support and Guidance: Provide expert technical advice and assistance to customers. Help customers troubleshoot and resolve technical issues in a timely manner. Coordinate with internal teams to ensure effective problem resolution. Product Knowledge and Advocacy: Gain deep knowledge of our products and services to provide accurate and comprehensive support. Advocate for customers needs and provide feedback to the product development team. Assist in the development of product documentation, user guides, and FAQs. Training and Enablement: Conduct training sessions and workshops for customers to help them utilize our products effectively. Create and deliver presentations and demonstrations tailored to customer needs. Reporting and Analytics: Track and report on key account metrics and customer satisfaction levels. Analyze data to identify trends and areas for improvement. Prepare regular reports and presentations for internal and external stakeholders. Qualifications Education: Bachelors degree in computer science, Information Technology, Business Administration, or a related field. Experience: Minimum of 4 years of experience in technical account management or similar role. Proven track record of managing and growing customer accounts. Skills: Strong technical background with the ability to understand and explain complex concepts. Excellent communication and interpersonal skills. Strong problem-solving and analytical abilities. Ability to manage multiple priorities and work under pressure.

Title: Field Application Engineer We are looking for a Field Application Engineer to work in our Bangalore/INDIA region. We offer an interesting position to work with the cutting-edge video equipment. Since our customers are big global companies, we appreciate a person who likes to work in international environment and can fluently communicate in English. Job description Objectives of this role: As a Field Application Engineer, you will provide clients facing, telephone and email pre- sales and post-sales technical support (trouble shooting hardware & software issues), recommend products and solutions, and train resellers and end users on Video & USB- C test equipment. Travel and on-site support will occasionally be required. Responsibilities: - Help Unigraf customers to use Unigraf products (SW updates, troubleshooting, training) - Get a quick understanding of product-line & oerings to be able to position Unigraf products for Client's application needs & accordingly suggest appropriate products. - Develop capabilities to show test application demos to customers - Research, diagnose, troubleshoot, identify, and resolve client's technical issues related to Unigraf products. Provide onsite technical support as necessary. - Collect feedback about required bugfixes and new feature ideas and deliver them to R&D - Participate in new feature validation in release testing to get understanding of latest features - Create training materials / content & conduct technical training for clients - Help customers to develop test automation applications with Unigraf products Required Skills and experience: Required skills and qualifications - Language skills: English (fluent) - Technical expertise, Critical thinking, Problem Solving, Excellent Communication Skills - Diploma / Bachelors in Electronics & related - More than 5 years working experience as Service Engineer / FAE, Embedded systems developer - Strong background & proven experience with HW and SW systems & Trouble shooting. - Customer service skills gained in working with international customers - Maintain knowledge of industry trends and client needs and communicate information to appropriate internal stakeholders. - Good English communication skills and inter-personal skills to enable global and cross- functional engagements, plus ability to read, comprehend and explain engineering drawings and technical documents. - Self-motivated, self-disciplined, and well organized. Preferred Skills: - Knowledge of Python and scripting (Shell, TCL) is an advantage • Experience with production line support and factory clients is a plus. • Knowledge in application support for multiple platforms (Window, Linux, MacOS) • Prior experience with the Display interfaces such as DisplayPort, HDMI, etc and / high speed communication interfaces. • Interest & Ability to learn video protocol, testing for DisplayPort, HDMI and USB-C (power delivery) • Experience in front end/ user interface and test automation are advantage

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks

Join Infosys BPM Ltd. Windows Support (Chat Process) Hyderabad Are you ready to take your technical support career to the next level? Infosys BPM is hiring Technical Process Specialists and Senior Technical Process Specialists for our Windows Support Chat Process in Hyderabad! If youre passionate about troubleshooting and customer service, this is your chance to work with Microsofts consumer products and deliver exceptional support via chat. About the Role: Position: Senior Technical Process Specialist / Technical Process Specialist Location: Hyderabad (100% Work From Office) Experience: 1 6 Years Shift: 24x7 Rotational Shifts What Youll Do: Be the first point of contact for customers seeking assistance with Microsoft Windows & O365 issues. Provide fast, clear, and effective solutions through chat support. Create a positive experience by showing empathy and patience while troubleshooting. Use your technical expertise to diagnose and resolve complex problems. Must-Have Skills & Qualifications: Typing speed of 35 WPM or higher (mandatory) Prior experience in technical support via chat Excellent written and verbal communication skills Any Graduate or Postgraduate (Degree Certificate & Consolidated Marksheet mandatory) Hands-on experience troubleshooting Microsoft Windows & O365 queries Certifications like Microsoft Certified: Azure Fundamentals or M365 Fundamentals are a strong plus Strong problem-solving skills and ability to thrive in a fast-paced environment Patience, empathy, and a customer-first mindset Must be ready for 100% WFO , no hybrid option Interview Details: Dates: 26th July 2025 Time: 10:00 AM 01:00 PM Venue: Infosys STP- Office no 5,6-963/2 Madhava Reddy colony, ISB road, pin code- 500032, Gachibowli Hyderabad. Building number - 4, 1st floor Aryabhata conference room Landmark- Nearby ISB college What to Bring: Updated resume (printout) Two valid photo ID proofs (PAN Card/Driving License/Voter ID/Passport) Original education documents for verification (10th, 12th, Graduation sem-wise marksheets, CMM, provisional & original degree certificates) Important Notes: Laptops, cameras, and other electronic devices are not allowed at the venue due to security reasons. Original Government ID is mandatory for security clearance. Preference will be given to immediate joiners . Infosys BPM is an equal opportunity employer. We celebrate diversity and are committed to fostering an inclusive workplace where everyone can thrive. Ready to launch your career with a global leader? Come meet us and take the first step toward a rewarding future! Regards, Infosys BPM Talent Acquisition | INFY HR

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Mandatory Skills: HWS (Empl Helpdesk)).

As a Specialist, Product Operations Client and Product Support, you will play a crucial role in ensuring that all customer inquiries received by the Advisors Client and Product Support/CAPS Team are addressed promptly and professionally. Your primary focus will be on driving customer satisfaction and loyalty with MasterCard, Advisors, and the range of Information Services products and services that we support. This includes products like PortfolioAnalytics, Location Services, Merchant Identifier, Local Market Intelligence, and the Global Collections Only program, with the product suite continuously expanding. It is essential to meet or exceed the aggressive Service Level Agreement/SLA targets set for supporting over 10,000 internal and external users across all regions. Collaboration and teamwork are highly valued, and your contribution to driving engagement in a dynamic and fast-paced environment will be instrumental. Your responsibilities will include providing technical and general support to customers via phone or email, demonstrating effective communication skills, and actively engaging with customers to enhance their understanding and usage of select Information Services products. You will be expected to resolve problems of varying complexities, develop strategies to increase product usage, conduct training sessions, and find innovative solutions to address customer and business needs effectively. To excel in this role, you must possess strong problem-solving abilities, product/account management experience, and the skills to conduct engaging training sessions. Previous experience in a cross-functional environment and proficiency in languages like English, Spanish, and Portuguese are advantageous. Furthermore, having a bachelor's degree or equivalent education, along with exceptional interpersonal, written, and verbal communication skills, is essential. Your proficiency in software tools like Word, PowerPoint, Excel, and Access will be beneficial in providing operational and technical support to customers. Your role will involve serving as a focal point for customer inquiries, collaborating with global customers, and working with internal and external stakeholders to address concerns and drive product enhancements. Additionally, you will need to exhibit leadership, negotiation, and problem-solving skills while meeting and exceeding customer-specific SLAs. Your adaptability to complex and evolving environments, coupled with your ability to communicate technical information clearly, will be key to your success in this position. At Mastercard, we prioritize information security, and it is expected that you adhere to security policies, maintain the confidentiality and integrity of accessed information, report any security breaches, and participate in mandatory security trainings as per company guidelines. If you are driven to learn and develop in a customer-focused role, possess excellent communication and problem-solving skills, and thrive in a collaborative and fast-paced environment, we welcome you to join our CAPS Team as a Specialist, Product Operations Client and Product Support.,

The service and support team maintains direct contact with customers pre-sale or post-sales or both. Customer service includes communication via telephone, email, chat or through other social media platforms. Supports sales team by developing and maintaining positive customer relations with clients/customers, which can substantially affect service and/or product revenue(s). Ensures delivery of objectives and client expectations are met in accordance with contractual obligations. Work with various departments to meet maintenance services sales goals, receive and understand accurate account of equipment failures. Conduct technical training courses for customers and/or employees in the use of complex situations for multiple products. Interact with customer and functional organizations to develop specifications for content of courses. Post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services. Responsibilities are within the technical customer support function as a generalist or in a combination of disciplines: product support specialist, product support analyst, systems integration engineer, technical support, customer service, customer training, sales support. Minimum High School diploma, University student or graduate. Technical experience strongly desired. Demonstrates good time management and priority setting skills. Demonstrates effective teamwork skills. Demonstrates ability to work under pressure and handling complexity. Proficient English and Spanish written and oral communication skills. Must be organized, able to multi-task and work in all areas as needed. Proven analytical and troubleshooting skills. Excellent customer service skills. Travel Industry background is desired. Exposure to Excel, GCP, AWS, Mongo, SQL, Python Programming. Experience using Salesforce CRM tool.,

Join Infosys BPM Ltd. Windows Support (Chat Process) Hyderabad Are you ready to take your technical support career to the next level? Infosys BPM is hiring Technical Process Specialists and Senior Technical Process Specialists for our Windows Support Chat Process in Hyderabad! If youre passionate about troubleshooting and customer service, this is your chance to work with Microsofts consumer products and deliver exceptional support via chat. About the Role: Position: Senior Technical Process Specialist / Technical Process Specialist Location: Hyderabad (100% Work From Office) Experience: 1 6 Years Shift: 24x7 Rotational Shifts What You’ll Do: Be the first point of contact for customers seeking assistance with Microsoft Windows & O365 issues. Provide fast, clear, and effective solutions through chat support. Create a positive experience by showing empathy and patience while troubleshooting. Use your technical expertise to diagnose and resolve complex problems. Must-Have Skills & Qualifications: Typing speed of 35 WPM or higher (mandatory) Prior experience in technical support via chat Excellent written and verbal communication skills Any Graduate or Postgraduate (Degree Certificate & Consolidated Marksheet mandatory) Hands-on experience troubleshooting Microsoft Windows & O365 queries Certifications like Microsoft Certified: Azure Fundamentals or M365 Fundamentals are a strong plus Strong problem-solving skills and ability to thrive in a fast-paced environment Patience, empathy, and a customer-first mindset Must be ready for 100% WFO , no hybrid option Interview Details: Dates: 25th July 2025 Time: 10:00 AM – 01:00 PM Venue: Infosys BPM Hiring Center 785, GROUND FLOOR, AXIS SAI JYOTI, 100 Feet Ring Road, 15th Cross Rd, SARAKKI, 1st Phase, J. P. Nagar, Bengaluru, Karnataka 560078 Land Mark : Sindhoora Convention Center What to Bring: Updated resume (printout) Two valid photo ID proofs (PAN Card/Driving License/Voter ID/Passport) Original education documents for verification (10th, 12th, Graduation sem-wise marksheets, CMM, provisional & original degree certificates) Important Notes: Laptops, cameras, and other electronic devices are not allowed at the venue due to security reasons. Original Government ID is mandatory for security clearance. Preference will be given to immediate joiners . Infosys BPM is an equal opportunity employer. We celebrate diversity and are committed to fostering an inclusive workplace where everyone can thrive. Ready to launch your career with a global leader? Come meet us and take the first step toward a rewarding future! Regards, Infosys BPM Talent Acquisition | INFY HR

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks

Internal Firm Services Industry/Sector Management Level Senior Manager & Summary At PwC, our people in information technology operations focus on managing and maintaining the technology infrastructure and systems to provide smooth operations and efficient delivery of IT services. This includes monitoring network performance, troubleshooting issues, and implementing security measures. In service management at PwC, you will focus on overseeing and confirming the delivery of quality and timely services. You will monitor vendor compliance with contractual agreements for service quality, availability, and reliability, manage the business and delivery of services, and lead service recovery in case of major incidents. At PwC, you will be part of a vibrant community of solvers that leads with trust and creates distinctive outcomes for our clients and communities. This purposeled and valuesdriven work, powered by technology in an environment that drives innovation, will enable you to make a tangible impact in the real world. We reward your contributions, support your wellbeing, and offer inclusive benefits, flexibility programmes and mentorship that will help you thrive in work and life. Together, we grow, learn, care, collaborate, and create a future of infinite experiences for each other. Learn more about us . & Summary A career in Information Technology will provide you with the opportunity to support our core business functions by deploying processes to enable our IT Service management activities, including Change and Release Management Understanding and in depth knowledge of IT Service Management industry leading practices (ITIL), and SDLC Methodology; Coordinating and/or playing a key role in ServiceNow product support, implementation, or process ownership; Maintaining continuity of technical knowledge that is significant to the successful operation of a particular business area; Aligning with product support including knowledge sharing and maturation of product support model Possessing experience with business change and community champion programs involving the ServiceNow platform; Maintaining knowledge of product enhancements, vendor road maps, and product user community discussions; Supporting stakeholders and customers through product releases and platform upgrades; Performing data analysis to build actions plans toward IT Service Management adoption aligned to PwC Technology strategy; Maintaining and improving stakeholder communication channels (Sharepoint, distribution groups, etc); Coordinating and collaborating with a diverse global team to achieve outcomes; Coordinating or supporting product updates and changes to the platform; Supporting the creation and maintenance of product roadmaps; Communicating and presenting business and technical information cogently to a wide variety of audiences; Operating with independent authority and good judgment to resolve technical issues that pertain to the business applications under their area of responsibility; Leading teams in a rapidly changing environment including performance management, coaching for development, and resource assignment; and, Mentoring operations or technical team members to increase business acumen including the ability to effectively communicate. Mandatory skill sets Understanding and in depth knowledge of IT Service Management industry leading practices (ITIL), and SDLC Methodology; Preferred skill sets ITIL Foundations v4 or higher certification Agile & Scrum Six Sigma yellow/green belt Data Analytics Azure DevOps Years of experience required 12+ years and above. Education qualification Any UG/PG Education Degrees/Field of Study required Master Degree, Bachelor Degree Degrees/Field of Study preferred Required Skills ITSM Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Coaching and Feedback, Communication, Communications Planning, Conflict Resolution, Contract Management, Contract Negotiation, Creativity, Crisis Management, Customer Relationship Management, Customer Service Excellence, Customer Service Management, Developing Service Standards, Embracing Change, Emotional Regulation, Empathy, Escalation Management, Inclusion, Influence, Information Technology Infrastructure Library (ITIL), Intellectual Curiosity, Internal Communication (IC) {+ 32 more} Travel Requirements Up to 20% No

Develop the responsible AI-powered applications and experiences you need, deploy them where and how you want and manage it all with Progress AI-driven products. Accelerate data, AI and analytics projects, manage costs and deliver enterprise growth with the Progress Data Platform. Real solutions for your organization and end users built with best of breed offerings, configured to be flexible and scalable with you. Progress infrastructure management products speed the time and reduce the effort required to manage your network, applications and underlying infrastructure. Support Customer Success Manager, Senior Remote Type Hybrid Bengaluru, India Job Category Customer Success Share this open position Job Summary We are Progress (Nasdaq: PRGS) - a trusted provider of software that enables our customers to develop, deploy and manage responsible, AI powered applications and experiences with agility and ease. The Customer Success Manager acts as a trusted advisor, investing time in developing and improving relationships with clients. This role is responsible for supporting the work of top clients on a global level, assisting customers during all stages of after-sales service, and focusing on successful customer onboarding, product implementation, customer business goals, and key initiatives. We re proud to have a diverse, global team where we value the individual and enrich our culture by considering varied perspectives because we believe people power progress. Join us as a Senior Campaign Lead and help us do what we do best: propelling business forward. This is for our line of products In this role, you will: Act as a trusted advisor and invest time in developing and improving relationships with key clients Assist in achieving customer satisfaction goals by proactively meeting needs and resolving issues that arise Support the work of key clients on a global level Assist customers during all stages of after-sales service, focusing on successful customer onboarding, product implementation, customer business goals, and key initiatives Build strong relationships with customers to improve the customer experience, leading to increased customer retention and contract renewals Work with strategic clients to facilitate their technical work with the companys products, ensuring they receive maximum value and satisfaction Identify the need for and create new programs or improvements to existing ones to facilitate customer work with new product versions and features Proactively track and manage the customer experience, resolving problems and escalating issues as necessary Successfully handle escalations and resolve customer problems through coordination and collaboration with various functional units within the company Maintain contact with clients through telephone conversations, meetings, and email correspondence, assisting them with all aspects for their account Maintain a key customer information base for use by everyone and update systems accordingly Lead meetings with clients, including QBRs and strategic business reviews Review internal accounts quarterly to discuss product status, technical challenges, and future implementation of additional features Coordinate and facilitate high-level demos, workshops, and training sessions to educate customers on current features and future product capabilities Engage with internal cross-functional groups to remove technical barriers/issues customers may encounter When/if required conduct site visits as needed, building strong relationships with key stakeholders and executives Monitor customer health and track product adoption through features used. Action any CTAs generated. Develop new materials, presentations, implementation plans, and proposals to improve customer engagement Create regular reports and conduct conference calls with customers to discuss product support or ongoing projects Initiate and participate in discussions with client stakeholders to explore their expectations, support needs, success goals/plans and business vision Act as an expert in their work, following best practices and understanding clients business goals and tasks Coordinate and support customer training related to new products or improvements Identify and create sales Leads and Opportunities to expand customers using a consultative approach Improve professional qualifications through participation in training offered by the company or external suppliers Comply with internal work processes and policies, proactively improving internal processes, tools, and resources Set a good example and act as a mentor to other team members, sharing experience and knowledge Position themselves as an expert in their field at the company level, sharing experience and best practices Communicate, present, and influence effectively at all levels within and outside the company Participate and contribute in meetings Prepare reports on work progress Perform other tasks assigned by the direct supervisor related to the activity Your background: 7 + years in Customer Success, with a proven ability to manage relationships in complex organizations, including Fortune 500 and Global 2000 customers. Bachelor s degree or equivalent work experience. Demonstrated experience in customer management within a software or SaaS environment, focusing on growth, adoption, retention, and issue resolution at both the business owner and senior executive levels. Experience with Gainsight and Salesforce. Strong verbal and written communication skills, including the ability to chair meetings with executive leadership. Demonstrated ability to engage positive relationships to collaborate across multiple company functions (Sales, Services and Product Management). Certifications in customer success, project management, or related fields are a plus. Willingness to work in the US time zone (6:30 PM 3:30 AM IST) is required. If this sounds like you and fits your experience and career goals, we d be happy to chat. What we offer in return is the opportunity to experience a great company culture with wonderful colleagues to learn from and collaborate with, and also to enjoy: Compensation Competitive remuneration package Employee Stock Purchase Plan Enrolment Vacation, Family, and Health 30 days of earned leave An extra day off for your birthday Various other leaves like marriage leave, casual leave, maternity leave, and paternity leave Premium Group Medical Insurance for employees and five dependents, personal accident insurance coverage, and life insurance coverage Professional development reimbursement Interest subsidy on loans - either vehicle or personal loans. Together, We Make Progress

Join ABBYY and be part of a team that celebrates your unique work style. With flexible work options, a supportive team, and rewards that reflect your value, you can focus on what matters most driving your growth, while fueling ours. Our commitment to respect, transparency, and simplicity means you can trust us to always choose to do the right thing. As a trusted partner for purpose-built AI and intelligent automation, we solve highly complex problems for our enterprise customers and put their information to work to transform the way they do business. Over 10,000 customers trust ABBYY, including many Fortune 500 ones. You will work on further developing a portfolio already containing client names such as DHL, Johnson & Johnson, FDA, DMV, PwC, KeyBank, Spotify, and H&R BLOCK. About the Role: The Product Support Architect is a highly skilled individual contributor responsible for resolving complex technical issues impacting ABBYY s enterprise customers. This role combines deep product expertise with advanced troubleshooting capabilities to diagnose root causes, identify workarounds, and develop sustainable solutions in close partnership with Product, Engineering, Support, and Customer Success teams. As a subject matter expert in ABBYY s intelligent document processing (IDP) solutions, the Product Support Architect plays a critical role in stabilizing high-priority accounts, enabling product adoption, and reducing long-term support burden. This is not a managerial position but rather a senior technical role that demands hands-on problem-solving, architectural insight, and customer-facing communication. Responsibilities: Act as a technical escalation point for complex product issues affecting enterprise customers. Investigate and resolve high-impact escalations through in-depth root cause analysis and solution design. Partner with Support, Product, and Engineering teams to identify, prioritize, and validate fixes, workarounds, or configuration changes. Collaborate with Technical Account Managers, SDMs, and Customer Success to align technical resolution with broader account goals. Provide clear, technically sound communications to internal and external stakeholders, including executives. Author customer-facing documentation, including workaround guides, solution overviews, and incident retrospectives. Support continuous improvement by identifying patterns and feeding insights into product supportability and roadmap planning. Maintain detailed recovery records using JIRA, Salesforce, and related systems. Contribute to refining escalation handling processes, workflows, and internal best practices. Required Skills and Experience: Deep technical understanding of SaaS platforms, solution identification, and enterprise support models. Proven expertise in ABBYY technologies (FlexiCapture, Vantage, FRE, etc.) or similar intelligent document processing platforms. 9-12years of experience in Technical Support, Professional Services, Solutions Architecture, or Product Support in a B2B or enterprise SaaS environment. Track record of successfully resolving high-severity product issues or managing complex technical escalations. Strong troubleshooting, systems analysis, and diagnostic skills across cloud and hybrid environments . Excellent communication skills with the ability to translate complex technical issues to both technical and non-technical audiences. Experience working cross-functionally in a global environment with Support, Product, Engineering, and Customer Success teams. High customer empathy and a proactive, problem-solving mindset. Proficiency with tools such as JIRA, Salesforce, Confluence, and remote diagnostic utilities. Preferred Qualifications: Bachelor s degree in Computer Science, Information Technology, Engineering, or a related technical field. Certification in ABBYY technologies (e.g., FlexiCapture Developer or Vantage Certification). Experience with automation, OCR, IDP, or similar document-centric technologies. Certifications in ITIL, PMP, or other service and process management frameworks. #LI-PB1 Join ABBYY, and you will: Love how you work We provide remote and hybrid working options to fit all lifestyles. We use flexible hours across most of our teams to allow you to find your own definition of balance. Encouraging a culture of giving, we provide two paid volunteering days off every year so you can take time to contribute to the causes you care about. To ensure your family is cared for, we offer paid parental leave in all our locations. Love whom you work with We are a global team of 600+ colleagues, spread across 15 countries on four continents. With colleagues representing 30+ nationalities, our workforce reflects the world. Innovation and excellence run through our veins. Our teams gather the expertise which has garnered ABBYY more than 140 technology patents. We are guided by the values of respect, transparency, and simplicity. "Team Environment" is in the top three highest-scoring drivers of engagement across all of our departments. Love what you work on We are a company with more than 35 years of experience in the technology market; Over 10,000 customers trust ABBYY, including many Fortune 500 ones, with names such as DHL, Johnson & Johnson, FDA, DMV, PwC, KeyBank, Spotify, and H&R BLOCK; We have modernized the capture market by creating the first low-code/no-code IDP platform. Our Machine Learning, Natural Language Processing, Computer Vision Technologies, and a marketplace built with AI, can transform any document in any process; Top Analyst firms recognize ABBYYs market leadership, including Gartner, Everest PEAK Matrix Assessment, ISG Intelligent Automation Lens, and NelsonHall, amongst others.

Job Title: Technical Account Manager Enterprise Clients Location: Chennai (Hybrid/On-site) Overview We are looking for a passionate and customer-obsessed Technical Account Manager (TAM) to join our growing team. As a TAM, you will act as a strategic advisor and technical point of contact for our Enterprise customers , helping them drive value from our platform while ensuring a world-class support experience. This role combines technical troubleshooting, proactive account management, and consultative engagement. You ll work closely with Customer Success, Product, Engineering, and Support teams to advocate for your clients and ensure their technical needs are met with excellence. Key Responsibilities Serve as the primary technical advisor for assigned Enterprise accounts, owning the post-sale technical relationship. Manage and support Enterprise clients across multiple channels (email, calls, chat, portal). Build trusted relationships with key stakeholders and ensure long-term account health. Understand client environments, use cases, and goals to provide proactive guidance and strategic recommendations . Troubleshoot, diagnose, and resolve complex product issues; drive root cause analysis (RCA) and share outcomes with clients. Partner with internal teams to escalate and resolve issues while maintaining accountability with the client. Conduct technical business reviews , platform adoption workshops, and regular client syncs. Track and communicate product issues, feature requests, and usage insights to improve customer experience. Maintain thorough documentation of client interactions, issues, and resolutions. Mentor and support Product Support Engineers, especially for high-priority or high-ARR accounts. Contribute to the knowledge base and help improve support processes for scalability. Required Skills and Qualifications Bachelors degree in Computer Science, Engineering, or a related field. 5+ years of experience in Enterprise Technical Support, Technical Account Management, or a related role in a SaaS environment. Strong technical troubleshooting skills, with exposure to SaaS platforms , cloud technologies, and web development basics (HTML, CSS, JavaScript is a plus). Deep understanding of the SaaS business model and Enterprise customer needs. Excellent communication and presentation skills ability to articulate technical concepts to both technical and non-technical stakeholders. Ability to work effectively across cross-functional teams and handle multiple high-value accounts simultaneously. Strong ownership mindset with a passion for delivering exceptional customer experiences. Willingness to work night shifts or flexible hours based on customer time zones (primarily US/EU). Highly driven, detail-oriented, and customer-centric. What You ll Love About This Role High-impact role owning relationships with marquee enterprise clients. Opportunity to work closely with Engineering and Product teams on real-time customer feedback. Be part of a growing, fast-paced SaaS company focused on solving real-world problems.

Zenoti provides an all-in-one, cloud-based software solution for the beauty and wellness industry. Our solution allows users to seamlessly manage every aspect of the business in a comprehensive mobile solution: online appointment bookings, POS, CRM, employee management, inventory management, built-in marketing programs and more. Zenoti helps clients streamline their systems and reduce costs, while simultaneously improving customer retention and spending. Our platform is engineered for reliability and scale and harnesses the power of enterprise-level technology for businesses of all sizes Our recent accomplishments include surpassing a $1 billion unicorn valuation, being named Next Tech Titan by GeekWire, raising an $80 million investment from TPG, ranking as the 316th fastest-growing company in North America on Deloitte s 2020 Technology Fast 500 . We are also proud to be recognized as a Great Place to Work CertifiedTM for 2021-2022 as this reaffirms our commitment to empowering people to feel good and find their greatness. To learn more about Zenoti visit: https://www.zenoti.com Requirements Whats the Opportunity We are looking for Product Support Consultants to join our support team to help our customers use Zenoti effectively to run their business. This team works 24x7x365 and so our consultants have to work at times when our customers need help. Applicants to this role will need to be flexible since their shift assignment will be based on the needs of our customers. Once assigned to a shift, we will work with you to ensure your hours are consistent over a long time horizon such that you can ensure a healthy life with good work-life balance. What Will I be doing Work with customers to help them solve issues they have with using Zenoti Own customer reported issues and see problems through to resolution Consult with customers to ensure their business operations run effectively on Zenoti Follow all defined processes in the team when working on issues Be part of the ticketing system and handle the client reported issues. Be proud of what you work on, obsess about the quality of the work you produce Influence the direction of the product by providing feedback about challenges customers have with using our product What Skills do I need 4 to 8 years in supporting web-based enterprise applications A willingness to solve problems for our customers A technology-centric background Previous advanced support experience with data-driven, web-based applications Strong logical, analytical and problem solving skills Excellent communication skills Work in night shifts Can work in a fast paced, ever changing, start-up environment Why Zenoti Be part of an innovative company that is revolutionizing the wellness and beauty industry. Work with a dynamic and diverse team that values collaboration, creativity, and growth. Opportunity to lead impactful projects and help shape the global success of Zenoti s platform. Attractive compensation. Medical coverage for yourself and your immediate family. Access to regular yoga, meditation, breathwork, and stress management sessions. We also include your family in benefit awareness initiatives. Regular social activities, and opportunities to give back through social work and community initiatives.

Are you passionate about automation, designing processes, simplifying work and launching innovative products technology We are looking for a Support Engineering who will lead a team of Support Engineers and have the ability to deep dive into processes and invent and simplify with a high degree of ownership. As a Support Engineering Manager, you will be responsible for analyzing operational processes to design, develop, test, launch and continuously improve high quality self-service software products called Paramount workflows. You will work with the Trustworthy Shopping Experience (TSE) Organization to understand their business models and generate technical requirements supported by program technology. You will work cross functionally with Operations, Product Managers, Software Engineers, Business Analysts, Data Scientists and Program Managers on medium to large scale projects ensuring clear communication of project status, timelines and any challenges in Product Delivery. In addition, you will develop ownership of support engineering processes to improve the product development lifecycle of Paramount workflows. In this role, you will lead a team of support engineers, providing strategic guidance and mentorship to drive their professional development. Your responsibilities will include helping them design and develop effective workplans, create clear roadmaps for projects, and offer directional support to ensure their success. You will be instrumental in shaping the teams direction and helping each team members achieve their objectives effectively. Lead a team in supporting our business teams worldwide by providing critical product support Lead multi-team projects and resolve the complex support issues Engage with operations, product, development, and program stakeholders to document requirements, create functional specifications and generate process maps. Design, develop, test, launch and improve self-service software products such as Paramount workflows. Operate as a Subject Matter Expert on Amazon s internal authoring application and workflow engine to develop Paramount workflows. Engage with software development teams to understand and guide evolving program technology Deep dive technical product or operational issues to propose and implement simple and effective solutions Develop efficient solutions through low and medium complexity code implementations, either by integrating existing APIs or creating new APIs to harness the capabilities of Large Language Models (LLMs). Work directly with engineering teams to ensure that customer issues are resolved as expediently as possible and root causes are addressed utilizing continuous improvement methodologies Drive the team to improve operational efficiency for all services through the identification and development of SLAs, metrics, monitors, procedures, tools, and documentation Complete analysis and present periodic reviews of operational performance and KPIs Think proactively and work to prevent support issues before they are realized Play a significant role in hiring, mentoring, and training employees About the team The Trustworthy Shopping Experience (TSE) team strives to guarantee customers a trustworthy shopping and ordering experience so they can shop with confidence on Amazon. We do this by (1) eliminating catalog defects, (2) ensuring listings are compliant with Amazon s selling policies, (3) helping customers find selling partners that have a good ordering and fulfillment record, (4) ensuring customers receive authentic products in the condition they expect, and (5) in the rare chance the order experience does not meet customer expectations, protecting them by making things right with our A-to-z Guarantee. Our selling partners are also our customers and we work hard to educate and support them to facilitate a positive and friction-free selling partner experience. We design and implement policies, tools and technology innovations to protect the buying experience on Amazon while minimizing friction for sellers. We design and implement policies, tools and technology innovations to protect the buying experience on Amazon while minimizing friction for sellers. We are looking for a Support Engineering Manager with a passion for technology, innovation with analytical and communication skills to guide a group of Support Engineers. You will enjoy working with technology, and the ability to see your insights drive the creation of real tools and features for our operations teams, thereby, impacting customer experience and seller experience of merchants participating in our Marketplace on a regular basis. You will collaborate with Software Engineering, Data Science, Product Management, Program Management and Operations Teams to build a deeper understanding of operational performance and drive improvements which directly influence Amazon s bottom-line. A Bachelors degree in Computer Science, Engineering, Mathematics, or a related field 3+ years of people management experience leading System Development teams 4+ years of software development, or 4+ years of technical support experience Experience scripting in modern program languages Experience troubleshooting and debugging technical systems Experience engaging and influencing senior leaders using both verbal and written communication tools Knowledge of web services, distributed systems, and web application development Experience troubleshooting & maintaining hardware & software RAID Experience with REST web services, XML, JSON Experience managing on-call support coverage, escalation and critical issue management Experience in root cause analysis and error correction, identifying changes to procedures and systems to implement long term fixes and avoid repeating issues

Scope: Position is focused on supporting various Blue Yonder Planning solutions in Demand/Fulfillment/Supply Planning space across Retail and Manufacturing verticals. Needs to work with cross functional teams including Product Development, Consulting and Support services. Provides technical and non-technical support during the Steady state period. Provides primary user support and verifies that the system provides the required business functions and maintains data integrity. Our current technical environment: Software: Blue Yonder Demand, Blue Yonder Fulfillment, Blue Yonder ESP, Blue Yonder Inventory Optimization Cloud Architecture: MS Azure Frameworks/Others: PL/SQL, RDBMS What you ll do: Understand the implemented solution/ products Analyze the issues, identify Root cause and find the permanent solution to any problem Adheres to SLA based on the severity of the customer cases. Complete the product certification courses assigned. Document the learning and building the knowledge content Provide early visibility and mitigation to technical challenges through the journey. Confidently represents product and portfolio, including vision and functional and technical roadmaps, within the company and, when necessary, to strategic customers Should be one of the key stakeholders during Solution design phase and understand the scope for the specific solution/process flow for the designated customer Should collaborate with Solution/Technical architect(s) to stabilize the system Enhance/Change the design based on new business requirements by the customer Single Point of contact for all customer requests for the designated solution Manage/Support new roll outs/deployments and handle change requests/enhancements To improve various KPIs for the customer What we are looking for: Bachelor s degree minimum 9 to 14 years of experience in Product Support / Implementation support. Skill set and availability requirements as per the organizations needs Hands on experience in implementing / supporting Demand & Fulfillment products for multiple customers. Strong analytical/problem solving skills, ability to provide alternatives, root cause analysis, testing skills and ability to make thoughtful proposals are also among the skills required Deep understanding of Customer business and processes Worked on other Supply Chain Planning software like SAP-IBP/ APO, o9, Kinaxis, Relex Knowledge in performance tuning techniques is added advantage. Understanding and experience with the technical requirements for the product line assigned. Understanding of various technical platforms and infrastructures. Understands Blue Yonders product suite so as to convey relationships and touch-points to the customer. Works with appropriate parties 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 oursFind out here: Core Values