Support Engineer 2

Overview

This role is a newly formed team within the Supply Chain execution and will be a pioneer in providing value-added rapid deployment and onboarding projects for our WMS (3PL and Retail Shipper) expedited growth customer base.

What you´ll do:

• Acts as a liaison between Support Services, PMG, Consulting Services across products.
• Available on call (on shift basis) for extreme emergencies / critical site down issues.
• Demonstrates and adheres to best practices of all internal Support Services polices and procedures.
• Ensures quantity and quality content in the knowledge base.
• Add value by developing knowledge article as well as working on operational improvements
• Escalates issues that may have a negative financial or relationship impact.
• Mentors team associates in product knowledge and triage techniques.
• Performs customer performance reviews and Health Checks.
• Provides advice to customers and product / implementation teams regarding industry best practices and process methodology.
• Provides functional and/or technical support during a customers product implementation and "go-live" periods.
• Understands the business features and functionality to be provided by the product.
• Works in a cross-functional capacity to support quality design, development and testing.
• Works with other analysts to progress and resolve sensitive and complex issues, in addition to maintaining their assigned caseload.
• Monitors and actions BY solutions for SaaS customers, Continuously improving solution stability by early detection and resolution, as well as outflow and recurrence prevention of incidents

What we're looking for:

• Strong analytical/problem solving skills, ability to provide alternatives, root cause analysis, testing skills and ability to make thoughtful proposals
• Must have effective oral and written communications skills and the ability to work successfully with internal and external stakeholders
• Familiarity with retail domain and order management systems is a must
• Experience with scripting tools like JMeter and selenium
• Experience with Azure and GCP cloud services around deployments and monitoring
• Experience with tuning, extracting data from Cassandra and/ or Mongo DB
• Use of Kafka