Support Engineer 2 - BY TMS/Transportation Management

Scope

• Deliver flawless application support to Blue Yonder customers by resolving complex solution issues.
• Drive resolution of escalated and complex solution issues in collaboration with multiple Blue Yonder and customer stakeholders.
• Deepen competency on end-to-end solution architecture and relevant SaaS tools OR business processes and industry domain.
• Own 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

• Demonstrates strong technical expertise as required to support concerned solution, for e.g.,
• DBMS (ex: SQL, Oracle) for application support; writing, reviewing, and im proving queries, procedures etc.
  

• 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 by
• Understanding customer raised issues and take appropriate actions to resolve the same – Cloud /SaaS
• Reviewing the product source code or design document as necessary
• Owning and resolve all cases for global customers, adhering to defined SLA’s
• Documenting learnings and create knowledge articles for repeated cases
• Replicating and maintain customer environments
• Maintaining knowledge of customer solution and customization
• Demonstrating sense of urgency and swiftness with all customer interactions
• Acting as Techno-functional POC for all cases and ensure timely triage and assignment
• Utilizing instant messenger and other tools to collaborate globally
• Working in shifts and being flexible with the timings
• Meeting organization and team level goals
• Improving Customer Satisfaction by providing quality and timely solutions to reported issues and follow-up until case closure
• Identifying areas of improvement and scope of automation on routine tasks or activities
• Helping in meeting team level goals and be a team player
  

What We Are Looking For

• Bachelor’s degree (STEM preferred) and minimum 4 to 6 years.
• Strong DBMS (ex: SQL, Oracle) skill set with atleast 4 years hands on.
• Good Communication and Strong Analytical Skills
• Person with prior support experience with fair knowledge on handling issues within SLA’s
• Preferably Blue Yonder TMS knowledge, else basic Supply Chain domain experience
• Person who can communicate flawless with Customer and other stakeholders.
• Possess Strong Techno-Functional Expertise
• Tech Savvy able to adapt to any technology faster.
• Experience with varied tools such as AppD & Splunk, SNOW
• Good Team Player.
  

Our Values