Support Engineer 2 - PLSQL/Unix/GenAI/ML/Python

1 Month ago • 3-5 Years
Research Development

Job Description

The Technical and functional team within Blue Yonder operates globally. We are seeking an engineer with a strong technical foundation to develop fit-for-purpose extensions or reusable artifacts for our customers. Core responsibilities include providing excellent customer experience and solution support with end-to-end ownership, proactive and innovative approach. The role involves planning and executing high service quality through continuous improvements, owning Tier 1/2/3 customer solutions, enhancing stability, and demonstrating customer centricity and teamwork. Building high competency in product, domain, Azure, and relevant tools is also key.
Good To Have:
  • Experience in applying AI-powered analytics tools for operations performance monitoring and forecasting
  • Exposure to AI-based process automation to streamline repetitive tasks and improve efficiency
  • Familiarity with Generative AI tools for documentation, reporting, and knowledge management
Must Have:
  • Provide excellent customer experience and solution support to BY customers with end-to-end ownership, proactive and innovative approach
  • Plan and execute implementation of high service quality through continuous improvements in the operational processes
  • Own Tier 1/2/3 customer solution as required, enhances solution stability and service quality
  • Consistently demonstrate customer centricity and relentless attitude to innovate through positive teamwork
  • Build and demonstrate high competency in product and domain, Azure & relevant tools and technologies, solution architecture
  • Understanding of Database structures and various functional platforms and infrastructures
  • Responsible for the quality service, including communication, resolutions, and case content
  • Maintain customer satisfaction - level of service, monitor SLA compliance
  • Ensures quantity and quality content in the Knowledgebase. Create knowledge base articles for recurring issues
  • Manages the day-to-day team activities to ensuring adherence of operational guidelines
  • Adherence to department and company operational guidelines, meet organization and personal goals
  • Work in shifts on rotation basis. Be On-Call over weekends on rotation basis
  • Provides technical support during a customer’s product implementation and "go-live" periods
  • Understands business features and functionality to be provided by the product
  • Investigate all angles and identify the root cause to solve a variety of problems
  • Bachelor's degree (or equivalent) in Computer Science or Engineering or other relevant discipline
  • 3-5 years of corporate experience in customer facing roles for any Enterprise solutions
  • PLSQL/ SQL Server / MS SQL scripting/ PowerShell Scripting
  • IIS and Tomcat
  • Excellent computer skills with in-depth knowledge of operating systems, client/server technology, ERP systems, Integration and Middleware technologies and applications
  • Good knowledge on relational database concepts

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Overview:

The Technical and functional team within Blue Yonder operates globally with over 100 team members in the US, India, UK, Mexico and Japan. We are seeking an engineer with a strong technical foundation to develop fit-for-purpose extensions or reusable artifacts for our customers that provide increased value beyond our base product solutions.

Role Scope:

Core responsibilities is required to:

  • Provide excellent customer experience and solution support to BY customers with end-to-end ownership, proactive and innovative approach
  • Plan and execute implementation of high service quality through continuous improvements in the operational processes by regular tracking of operational metrics and leveraging lean methodology, automation etc.
  • Own Tier 1/2/3 customer solution as required, enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption and adoption of the service
  • Consistently demonstrate customer centricity and relentless attitude to innovate through positive teamwork beyond his/her team
  • Build and demonstrate high competency in product and domain, Azure & relevant tools and technologies, solution architecture etc.

What you’ll do: (Responsibilities)

  • Understanding of Database structures. Understanding of various functional platforms and infrastructures.
  • Responsible for the quality service, including communication, resolutions, and case content.
  • Maintain customer satisfaction - level of service, monitor SLA compliance.
  • Ensures quantity and quality content in the Knowledgebase. Create knowledge base articles for recurring issues.
  • Manages the day-to-day team activities to ensuring adherence of operational guidelines.
  • Adherence to department and company operational guidelines, meet organization and personal goals.
  • Work in shifts on rotation basis. Be On-Call over weekends on rotation basis.
  • Provides technical support during a customer’s product implementation and "go-live" periods.
  • Understands business features and functionality to be provided by the product.
  • Should be able to investigate all angles and identify the root cause to solve a variety of problems. Proactively evaluates and promotes the same outlook in the team.

What we are looking for: (Qualifications)

  • Bachelor's degree (or equivalent) in Computer Science or Engineering or other relevant discipline.
  • 3-5 years of corporate experience in customer facing roles for any Enterprise solutions
  • PLSQL/ SQL Server / MS SQL scripting/ PowerShell Scripting
  • IIS and Tomcat
  • Excellent computer skills with in-depth knowledge of operating systems, client/server technology, ERP systems, Integration and Middleware technologies and applications
  • Good knowledge on relational database concepts
  • Experience in applying AI-powered analytics tools for operations performance monitoring and forecasting.
  • Exposure to AI-based process automation to streamline repetitive tasks and improve efficiency.
  • Familiarity with Generative AI tools for documentation, reporting, and knowledge management

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