Senior Support Engineer - TMS, PLSQL & Unix Shell Scripting

1 Year ago • 5-8 Years • Software Development & Engineering

Job Summary

Job Description

We are a leading SaaS and AI-driven Global Supply Chain Solutions software product company, recognized as a "Best Places to Work." This role involves supporting global technical and functional teams on customer engagements, understanding requests, and ensuring high customer satisfaction. You will resolve technical issues adhering to SLAs, document learnings, and create knowledge articles. Responsibilities include replicating and maintaining customer environments, ensuring solution architecture knowledge, and improving customer satisfaction through timely solutions. The role requires interaction with internal and external stakeholders, reporting to management, identifying areas for improvement and automation, and staying updated with new technologies. You will also represent the product and portfolio, including vision and technical roadmaps, to strategic customers when necessary.
Must have:
  • Bachelor's degree (STEM preferred)
  • 5-8 years of experience
  • Experience in working as a team
  • Good communication and strong analytical skills
  • Fair understanding of TMS/Supply Chain domain
  • Experience with SQL/Oracle DB complex queries
  • Experience in support engineering roles
  • Strong techno-functional expertise
  • Ability to adapt to any technology quickly
  • Experience with AppDynamics, Splunk, and ServiceNow
  • Flexible to work in rotational shifts
Good to have:
  • Unix
  • Any scripting language
  • WMS application (Any)
  • PL/SQL
  • API
  • MOCA
  • Kafka
  • Stratosphere
  • Microservices
  • Java
  • Azure

Job Details

Scope:

  • We are a leading SaaS and AI-driven Global Supply Chain Solutions software product company and Glass Door's “Best Places to Work”

 

  • The only company recognized as a Leader in 3 2021 Gartner Magic Quadrant reports covering supply chain planning solutions, transportation management systems, and warehouse management systems

 

Our current technical environment:

  • Software: Unix, Any scripting language, WMS application (Any), PL/SQL, API, MOCA
  • Future Software – Kafka, Stratosphere, Microservices, Java
  • Application Architecture: Native SaaS, Cognitive
  • Cloud Architecture: Private cloud, MS Azure (ARM templates, AKS, HD insight, Application gateway, Virtue Networks, Event Hub, Azure AD)

 

What you will do:

 

  • Support Engagements: Work with global technical and functional teams to support various customer engagements.
  • Customer Interaction: Understand customer requests, support designed products/solutions to meet business requirements, and ensure high customer satisfaction.
  • Issue Resolution: Address and resolve technical issues adhering to SLAs, document learnings, and create knowledge articles.
  • Environment Management: Replicate and maintain customer environments and knowledge of customer solution architecture and integration points.
  • Customer Satisfaction: Provide quality and timely 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, demonstrate quick learning ability, and maintain good interpersonal and communication skills.
  • Architecture Simplification: Drive simpler, more robust, and efficient architecture and designs.
  • Product Representation: Confidently represent product and portfolio, including vision and technical roadmaps, within the company and to strategic customers when necessary.

      

      Detailed Responsibilities:

  • Customer Issue Resolution: Understand customer-raised issues, especially in Cloud/SaaS environments, and take appropriate actions to resolve them.
  • Code Review: Review product source code or design documents as necessary.
  • Case Management: Own and resolve all cases for global customers, adhering to defined SLAs.
  • Knowledge Sharing: Document learnings and create knowledge articles for repeated cases.
  • Environment Replication: Replicate and maintain customer environments.
  • Solution Knowledge: Maintain knowledge of customer solutions and customizations.
  • Urgency in Interaction: Demonstrate a sense of urgency and swiftness in all customer interactions.
  • Techno-Functional Point of Contact: Act as the techno-functional POC for all cases, ensuring timely triage and assignment.
  • Global Collaboration: Utilize instant messenger and other tools to collaborate globally.
  • Shift Work: Work in rotational shifts and be flexible with timings.
  • Goal Achievement: Meet organizational and team-level goals.
  • Customer Satisfaction: Improve customer satisfaction by providing quality and timely solutions and follow-up until case closure.
  • Process Automation: Identify areas for improvement and scope for automation in routine tasks or activities.
  • Team Player: Help in meeting team-level goals and be a team player.

 

What We Are Looking For:

  • Educational Background: Bachelor’s degree (STEM preferred) with a minimum of 5 to 8 years of experience.
  • Team Experience: Experience in working as a team.
  • Skills: Good communication and strong analytical skills.
  • Domain Knowledge: Fair understanding of the TMS/ Supply Chain domain.
  • Technical Proficiency: Experience in working with SQL/Oracle DB complex queries.
  • 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 varied tools such as AppDynamics, Splunk, and ServiceNow.
  • Shift Flexibility: Flexible to work in shift timings:
    • Shift 1: 6 am to 3 pm
    • Shift 2: 2 pm to 11 pm
    • Shift 3: 10 pm to 7 am

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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