Support Engineer 1 - WMS/Warehouse management System

As a customer solution support individual at our leading AI-driven Global Supply Chain Solutions Software Product Company, you will be responsible for delivering an exceptional customer experience and providing support to BY Customers with an innovative and proactive approach to create customer value. Your primary focus will be on resolving customer issues of high complexity and demonstrating a high level of technical expertise to support BY solutions effectively. You will own the customer solution, ensuring high customer satisfaction and making a positive impact on NPS scores through end-to-end ownership, engagement, and proactive problem-solving. Working within a team of 120+ global associates across multiple locations, including the US, Mexico, India, Australia, and the UK, you will play a crucial role in delivering outstanding support and driving customer success. In our current technical environment, you will work with software such as BY Discrete, SQL, AppDynamics, Splunk, and Oracle/MSQL, as well as cloud architecture fundamentals in MS Azure and programming languages like Java and C. To excel in this role, we are looking for candidates with 2-4 years of experience in Supply Chain, SaaS, WMS, and Cloud Technology. Key responsibilities include understanding and resolving customer issues, reading product source code or design documents when necessary, owning and resolving cases for global customers within defined SLAs, documenting learnings and creating knowledge articles, replicating and maintaining customer environments, and ensuring timely triage and assignment of cases as a Techno-functional POC. You must maintain a sense of urgency and swiftness in customer interactions, collaborate globally using instant messenger and other tools, be flexible with working shifts, meet organization and team-level goals, and contribute to improving customer satisfaction through quality and timely solutions. Additionally, you will identify areas for improvement and automation, work towards departmental metrics, and exhibit excellent communication and interpersonal skills to engage with stakeholders effectively. At our company, our values are at the core of everything we do. If you share our values and are passionate about driving customer success, we encourage you to join our team and make a meaningful impact on our customers" journey towards excellence.,