Support Lead

As a leading SaaS and AI-driven Global Supply Chain Solutions software product company, you have been recognized as a Leader in 3 2021 Gartner Magic Quadrant reports covering supply chain planning solutions, transportation management systems, and warehouse management systems. **Role Overview:** You will be working with global technical and functional teams to support various customer engagements, ensuring high customer satisfaction. Your responsibilities will include resolving technical issues, replicating and maintaining customer environments, identifying areas for improvement, and staying updated with new technologies. **Key Responsibilities:** - Support Engagements: Collaborate with global teams to support customer engagements. - Customer Interaction: Understand customer requests, support designed products/solutions, and ensure high customer satisfaction. - Issue Resolution: Address technical issues, document learnings, and create knowledge articles. - Environment Management: Replicate and maintain customer environments and knowledge of customer solution architecture. - Customer Satisfaction: Provide quality solutions to improve customer satisfaction and follow-up until closure. - Stakeholder Interaction: Interact with internal and external stakeholders and report to management. - Process Improvement: Identify areas for improvement and automation in routine tasks. - Continuous Learning: Stay updated with new technologies and products and maintain good communication skills. - Architecture Simplification: Drive simpler, more robust, and efficient architecture and designs. - Product Representation: Confidently represent product and portfolio within the company and to strategic customers. **Qualifications Required:** - Educational Background: Bachelor's 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 shift timings.,