Support Engineer

E2open is the connected supply chain platform that enables the world’s largest companies to transform the way they make, move, and sell goods and services. We connect more than 400,000 partners as one multi-enterprise network. Powered by the network, data, and applications, our SaaS platform anticipates disruptions and opportunities to help companies improve efficiency, reduce waste, and operate sustainably. Our employees around the world are focused on delivering enduring value for our clients.

Associate Support Engineer / Support Engineer

Responsibility:

• Take ownership of technical issues reported and see problems through to resolution.
• Actively identify incidents and manage the incident resolution process to provide service recovery.
• Diagnose, investigate, and identify solutions and/or alternatives to resolve customer issues.
• Follow standard procedures for proper escalation of unresolved issues to appropriate cross functional teams.
• Provide prompt and accurate response to customers and guide users with simple, step-by-step instructions.
• Document knowledge in the form of knowledge base tech notes and articles.
• Liaison between cross functional team and customer.
• Build sustainable relationships and engage customers by taking the extra mile.
• Keep records of customer interactions, recording details of inquiries, comments, and complaints, as well as actions taken.
• Ensure KPIs are met consistently to achieve customer experience excellence.
• Ensure escalation and production support processes are followed.
• Plan and deploy E2open standard solutions to the Company’s hosting infrastructure.

Requirements:

• Bachelor’s degree in computer science /Information Technology or equivalent.
• Minimum 0-1 years hands-on experience in SQL, Linux and other programming languages.
• Fundamental understanding of IT service management and the ITIL business process.
• Understanding of development methodologies, version control and configuration management.
• Knowledge and experience with database technologies such as Oracle, SQL and JDBC.
• Experience with JBoss/Tomcat or other web servers preferred.
• Experience at a global software or consulting firm is an asset.
• Logical approach and excellent problem-solving skills.
• Excellent interpersonal and communication skills.
• Must be able to work well both in a team environment and independently under minimal supervision.
• Ability and willingness to learn new technologies, on own initiative.

E2open is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

E2open participates in the E-verify program in certain locations, as required by law.

E2open does not accept unsolicited referrals or resumes from any source other than directly from candidates or preferred vendors. We will not consider unsolicited referrals.