Job
Description
As a leading SaaS and AI-driven Global Supply Chain Solutions software product company and Glass Door's Best Places to Work, you will be responsible for supporting various customer engagements, understanding customer requests, resolving technical issues, and ensuring high customer satisfaction. Your role will involve interacting with internal and external stakeholders, identifying areas for improvement and automation, staying updated with new technologies, and driving efficient architecture designs. You will also represent the product and portfolio confidently within the company and to strategic customers when necessary. Your key responsibilities will include: - Supporting Engagements: Collaborate with global technical and functional teams to support customer engagements. - Customer Interaction: Understand customer requests, support designed products/solutions, and ensure high customer satisfaction. - Issue Resolution: Address and resolve technical issues, document learnings, and create knowledge articles. - Environment Management: Replicate and maintain customer environments and knowledge of customer solution architecture. - Stakeholder Interaction: Interact with stakeholders and report to management. - Process Improvement: Identify areas for automation in routine tasks. - Continuous Learning: Stay updated with new technologies, demonstrate quick learning ability, and maintain good interpersonal and communication skills. - Architecture Simplification: Drive simpler, more robust, and efficient architecture designs. - Product Representation: Confidently represent product and portfolio, including vision and technical roadmaps. In addition, you will also: - Resolve customer-raised issues, especially in Cloud/SaaS environments. - Review product source code or design documents. - Own and resolve all cases for global customers within defined SLAs. - Document learnings and create knowledge articles for repeated cases. - Maintain knowledge of customer solutions and customizations. - Act as the techno-functional POC for all cases, ensuring timely triage and assignment. - Work in rotational shifts and be flexible with timings. - Improve customer satisfaction by providing quality and timely solutions. - Identify areas for improvement and automation in routine tasks or activities. We are looking for candidates with: - Educational Background: Bachelors degree (STEM preferred) with 8 to 11 years of experience. - Team Experience: Experience in working as a team. - Skills: Good communication and strong analytical skills. - Technical Proficiency: Experience in working with SQL/Oracle DB complex queries. - Domain Knowledge: Fair understanding of the Supply Chain domain. - Support Engineering Experience: Experience in support engineering roles. - Techno-Functional Expertise: Possess strong techno-functional expertise. - Tech Savviness: Ability to adapt to any technology quickly. - Critical Issue Support: Provide technical and solution support during critical/major issues. - Tool Experience: Experience with tools such as AppDynamics, Splunk, and ServiceNow. - Shift Flexibility: Flexible to work in rotational shifts. If you resonate with our values that drive our success and the success of our customers, we invite you to explore further: Core Values. As a leading SaaS and AI-driven Global Supply Chain Solutions software product company and Glass Door's Best Places to Work, you will be responsible for supporting various customer engagements, understanding customer requests, resolving technical issues, and ensuring high customer satisfaction. Your role will involve interacting with internal and external stakeholders, identifying areas for improvement and automation, staying updated with new technologies, and driving efficient architecture designs. You will also represent the product and portfolio confidently within the company and to strategic customers when necessary. Your key responsibilities will include: - Supporting Engagements: Collaborate with global technical and functional teams to support customer engagements. - Customer Interaction: Understand customer requests, support designed products/solutions, and ensure high customer satisfaction. - Issue Resolution: Address and resolve technical issues, document learnings, and create knowledge articles. - Environment Management: Replicate and maintain customer environments and knowledge of customer solution architecture. - Stakeholder Interaction: Interact with stakeholders and report to management. - Process Improvement: Identify areas for automation in routine tasks. - Continuous Learning: Stay updated with new technologies, demonstrate quick learning ability, and maintain good interpersonal and communication skills. - Architecture Simplification: Drive simpler, more robust, and efficient architecture designs. - Product Representation: Confidently represent product and portfolio, including vision and technical roadmaps. In addition, you will also: - Resolve customer-rais
