IN-Sr Support Engineer I– Support

Overview:

• Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor’s “Best Places to Work”
• Seeking an astute individual that has a strong techno-functional foundation with strong Application Support Experience in WMS or Supply Chain Domain.

Scope:

Deliver flawless application support to BY customers by resolving complex solution issues

• Drive, as a lead SME, resolution of escalated and complex solution issues in collaboration with multiple BY and customer stakeholders.
• Implement “Advanced Quality Prevention” plans to improve solution and service reliability
• Deepen competency on end to end solution architecture, performance engineering 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
• Engage early in customer implementation projects to provide solution design and architecture inputs from operability and reliability perspectives and to ensure seamless delivery continuum into Operate through phased go-lives.
• Act as a Senior solution SME providing mentorship to Support Engineers, delivering product/technical trainings and supporting in improving capability and delivery quality of the team.
• Adopt AI into day-to-day operations

Our current technical environment:

i. Demonstrates strong technical expertise as required to support concerned solution, for e.g.,

• DBMS (ex: SQL, Oracle) for application support; writing, reviewing, and improving queries, procedures etc.
• Code debugging
• Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)
• Troubleshooting Mobile application issues

ii. 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

Work Schedule: Rotational Shifts

• This role involves rotational shifts, including night shifts, to provide 24/7 application support.
• Flexibility to work weekends and public holidays as per shift schedule.
• Ability to handle responsibilities independently during off-hours.

What you’ll do:

• Delivers excellent customer experience by
• driving resolution of customer issues 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.
• Proactively implements “Advanced Quality Prevention” quality plans including but not limited to
• regular and proactive solution health monitoring process, tools and procedures
• validation frameworks post application patching, upgrades and maintenance
• Guides the team to plan and implement “early detection and resolution” as well as “outflow and recurrence prevention” quality strategies
• Drives/leads resolution of escalated and complex issues in collaboration with multiple BY and customer stakeholders.
• Keeps a track of adoption and consumption numbers and analyzing the trends and providing inputs for improvement.
• Owns solution for customers.
• Positively and proactively collaborates with TAM to drive CSM to support plans to improve SAAS consumption, adoption, and business value
• Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership, engagement, and pro-activeness
• Monitor and correct solution performance, stability, and sizing during customer roll-out phase
• Early engagement in customer implementation projects including agile/multi-sprint projects
• to provide inputs during project phases to improve scalability, reliability, operability, and profitability of solution
• to gain very good understanding of customer business process, solution, and architecture
• to ensure seamless delivery continuum into Operate through phased go-lives.
• demonstrate high competency in end to end solution architecture, performance engineering and relevant SaaS tools and technologies OR business processes and industry domain
• act as Senior Subject Matter Expert providing mentorship to Support Engineers, delivers product/technical trainings and as JIRA Gatekeeper to review and prevent inflow of WAD JIRA to PD.

What we are looking for:

• Bachelor’s degree (STEM preferred) and minimum 5 to 8 years of experience in Customer Support or Product Support
• Strong Supply Chain domain experience
• Warehouse Management System Knowledge Preferable
• Possess Strong Techno-Functional Expertise
• Tech Savvy able to adapt to any technology faster
• Experience of managing ERP products is preferred
• Provide technical and solution leadership during Critical/Major issues.
• ITIL Certification
• Demonstrable experience, thorough knowledge, and interests in Cloud native architecture, Distributed micro-services, Multi-tenant SaaS solution and Cloud Scalability, performance and High availability
• Experience with API management platforms & providing / consuming RESTful APIs
• Experience with varied tools such as AppD & Splunk
• Experience handling a team is a plus

Behavioral:

• Demonstrates leadership capabilities required to lead customer-facing investigations of complex and escalated solution issues.
• Demonstrates enhanced Customer communication & situation management skills.
• Demonstrates balance between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products).
• Possesses strong sense of urgency from both Customer and company perspective, defines priorities.
• Global representatives for key initiatives and projects
• Inspires others by demonstrating service mindset through consistently displaying customer centricity and ownership.
• Proactively seeks 360-degree performance feedback. Works on self-development opportunities to achieve a holistic personal and professional development, continuously improves mentoring skills to help others.
• Consistently keeps himself/herself up to date with learning opportunities to self-develop his/her career path.
• Ability to lead or Guide a small team to achieve customer/business objectives.