Associate Support Engineer

6 Hours ago • All levels

Job Summary

Job Description

The Associate Support Engineer will provide excellent customer experience and solution support, focusing on resolving complex issues and ensuring high customer satisfaction. Responsibilities include root cause analysis, guiding team members, and owning customer solutions. The role involves effective communication, collaboration with various teams, and demonstrating expertise in relevant technologies. The engineer will also identify opportunities for operational improvement and mentor other support engineers. This position requires a strong service mindset and a focus on customer centricity. The engineer will also be responsible for providing 24x7 customer support, and may work in shifts. The role encompasses a balanced approach to both soft and hard skills and a drive to constantly improve. The ideal candidate will show growth mindset through taking initiatives, collaborating with stakeholders, and helping progress strategic priorities.
Must have:
  • Provide excellent customer experience and resolve complex issues.
  • Perform root cause analysis and propose prevention ideas.
  • Communicate effectively with customers and support team members.
  • Demonstrate expertise in relevant SaaS technical toolsets.
  • Develop good knowledge of BY product features and functionalities.
  • Strong capability in cloud operational activities.

Job Details

What we are looking for:
A) Excellent customer experience and solution support to BY Customers with innovative approach:

− Delivers excellent customer experience by driving resolution customer issues mostly of high complexity and criticality including non-functional / performance related issues.

− Provides direction and inputs for Root Cause analysis and proposes prevention ideas

− Guides/assists team members to resolve medium complexity issues

− Own a Tier 1/Tier 2 customer solution at a minimum. Positively collaborates with TAM and supports consumption/adoption improvement plans.

− Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership, engagement and proactiveness

− Early engagement in tier 1 customers’ implementation projects to gain good understanding of customer business process, solution and architecture and to ensure seamless transition into Operate phase through phased go-lives.

− Owns implementation of high service quality through continuous improvements in the operational processes − Associates may be expected to provide Out of Office (OOH) support to facilitate the Company’s 24x7 customer support in line with the terms defined in the contract of employment and country legislation 

−Associates may be expected to work in shifts to facilitate the Company’s 24x7 customer support in line with the terms defined in the contract of employment and country legislation.

              B) Communication and Collaboration:

− Communicates (verbal and written) effectively with customers. Support junior team members in achieving effective communication in all formats of customers communications where required.

− Collaborates relentlessly, passionately, and respectfully with various BY teams and partners

− Leads by example demonstrating professionalism during internal and external conversations. Understands cultural differences and diversity.

− Balances between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products)

C) Competency development and demonstration:

− Demonstrates high expertise as required to support a given BY solution

− Demonstrates high expertise in relevant contemporary and up to date SaaS technical toolsets like AppDynamics, Splunk etc.

− Develops good knowledge of BY product features and functionalities

− Very good understanding of solution architecture relevant for concerned solution

− Strong skills on architecture framework, tools and technologies relevant for a given BY solution

− Very good understanding of Azure technologies relevant for a given BY solution

−  Strong capability in cloud operational activities as per the requirements of a given BY solution

− Strong application performance engineering skills as required for a given BY solution

− Inspires others by demonstrating service mindset through consistently displaying customer centricity and ownership.

− Aligns with company priorities and demonstrates strong sense of urgency from both Customer and company perspectives.

− Displays growth mindset by taking initiatives, positively collaborating with stakeholders, continuously challenging the status-quo, helping team and department making progress towards strategic priorities.

D) Value Addition:

− Identifies and implements opportunities for operational metrics improvement and for operational efficiencies (Reduction of critical issues, reduction in t           time to resolve, reduction in number of cases, etc)

− Acts as Subject Matter Expert providing ongoing support and mentorship to Support Engineers, delivers product/technical trainings.

− Proposes ideas for improvement of consumption and adoption

− Drives operational improvements (ex: automation, process changes etc.)

Our Values


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 ours? Find out here: Core Values

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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About The Company

We are a proven, passionate bunch of disruptors. Our work is all about tapping into your potential so we can deliver the best solutions and customer experiences on the planet. Collaboration, respect, and a great work-life balance earned us the title of "Best Place to Work- Employees' Choice" by Glassdoor. Our people are smart, creative, rock stars with over 400 patents and 10,000 people years of domain expertise. Blue Yonder is the world leader in digital supply chain and omni-channel commerce fulfillment. Our intelligent, end-to-end platform enables retailers, manufacturers and logistics providers to seamlessly predict, pivot and fulfill customer demand. With Blue Yonder, you can make more automated, profitable business decisions that deliver greater growth and re-imagined customer experiences. Blue Yonder - Fulfill your Potential.™

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