As a Sr. Support Engineer 1, you will join an AI-driven Global Supply Chain Solutions Software Product Company, recognized as a "Best Place to Work." This role requires a strong technical foundation and hands-on collaboration with engineering teams. You will provide end-to-end customer support, enhance solution stability, and drive service quality through continuous improvements. Responsibilities include early engagement in customer projects, acting as a Subject Matter Expert, and ensuring customer satisfaction. The role involves working with various technologies like SQL, Splunk, Azure, and scripting, focusing on problem resolution and knowledge sharing.
Must Have:- Provide excellent customer experience and solution support to BY customers with end-to-end ownership.
- Plan and execute high service quality through continuous improvements in operational processes.
- Own Tier 1 customer solutions, enhancing stability and service quality for customer satisfaction.
- Engage early in Tier 1 customer implementation projects for seamless delivery continuum.
- Act as Subject Matter Expert, mentoring Support Engineers and delivering product/technical trainings.
- Review and prevent inflow of WAD JIRA to PD as JIRA Gatekeeper.
- Demonstrate customer centricity and innovate through positive teamwork.
- Build high competency in product, domain, Azure, and relevant tools/technologies.
- Be part of Solution transition to Support.
- Work with customization teams to walkthrough requirements.
- Resolve customer adoption and consumption issues with Product Management Group (PMG) and Product Development (PD).
- Collaborate with PMG and PD for generic customer requirements fitting future product state.
- Understand Database structures, functional platforms, and infrastructures.
- Convey BY’s product suite relationships and touchpoints to customers.
- Ensure quality service, including communication, resolutions, and case content.
- Maintain customer satisfaction and monitor SLA compliance.
- Ensure quantity and quality content in the Knowledgebase; create articles for recurring issues.
- Manage day-to-day team activities, ensuring adherence to operational guidelines.
- Adhere to department and company operational guidelines, meet organization and personal goals.
- Work in shifts on rotation basis and be On-Call over weekends.
- Utilize support tools (Zoom, JIRA, Salesforce) to expedite case resolution.
- Provide functional and/or technical support during customer product implementation and "go-live" periods.
- Understand business features and functionality provided by the product.
- Work cross-functionally to support quality design, development, and testing.
- Investigate all angles and identify root causes to solve problems; proactively promote this outlook.
- Strive to add value to service, considering underlying customer needs and financial implications.
- Support team to develop new skills, resolve conflicts, and delegate effectively.
- Plan and coordinate routine activities, including contingency planning.
- Liaise and network with stakeholders outside the immediate team to facilitate objectives.
- Encourage an atmosphere where teamwork thrives.
- Willing to learn new things and take on challenges with a positive outlook.
Perks:- One of Glassdoor’s “Best Places to Work”
- Great work-life balance