Support Engineer

2 Months ago • 1-3 Years • Software Development & Engineering

Job Summary

Job Description

The Support Engineer will be responsible for monitoring, troubleshooting, and resolving application-related issues, ensuring high availability and performance of critical business systems. This role involves providing L1/L2 support, monitoring application health, investigating and resolving user-reported incidents, performing routine operational tasks, coordinating with internal teams, and documenting incidents. The candidate should have strong problem-solving skills, the ability to work independently, and a passion for providing exceptional support. This role requires rotational shifts, including night shifts, to provide 24/7 application support.
Must have:
  • 1-3 years of experience in application or IT support roles
  • Familiarity with ticketing and monitoring tools
  • Strong troubleshooting and analytical skills
  • Excellent verbal and written communication skills
Good to have:
  • Experience in supporting SaaS or cloud-based applications
  • ITIL Foundation certification
  • Prior experience working in a global support environment

Job Details

    Overview:

    • Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor’s “Best Places to Work
    • Seeking an astute individual that has a ability to be hands-on with the broader teams as part of the development/deployment and maintenance cycle, and good knowledge of industry best practices, with the ability to implement them working with customers and internal platform, and the product teams.

    Job Summary:

    We are seeking a dedicated and detail-oriented Support Engineer to join our global support team. In this role, you will be responsible for monitoring, troubleshooting, and resolving application-related issues, ensuring high availability and performance of critical business systems. The ideal candidate will have strong problem-solving skills, the ability to work independently, and a passion for providing exceptional support to end users and internal stakeholders.

    Key Responsibilities:

    • Provide L1/L2 support for enterprise applications and platforms hosted in the cloud platform.
    • Monitor application health, logs, and alerts to proactively identify issues.
    • Learn and adopt AI-enabled tools/techniques for quick and effective solutions
    • Investigate and resolve user-reported incidents within defined SLAs.
    • Perform routine operational tasks such as application restarts, configuration changes, and deployment validations.
    • Coordinate with internal technical teams and external vendors for issue resolution.
    • Document incidents, solutions, and standard operating procedures (SOPs).
    • Participate in root cause analysis and contribute to continuous improvement initiatives.

    Required Qualifications:

    • Bachelor's degree in Computer Science, Information Technology, or a related field.
    • 1–3 years of experience in application or IT support roles.
    • Familiarity with ticketing tools (e.g., ServiceNow, Salesforce, Jira) and monitoring tools (e.g., Splunk, AppD, Grafana).
    • Strong troubleshooting and analytical skills.
    • Good understanding of SQL and scripting (e.g., Shell, Python) is a plus.
    • Excellent verbal and written communication skills.

    Work Schedule: Rotational Shifts

    • This role involves rotational shifts, including night shifts, to provide 24/7 application support.
    • Flexibility to work weekends and public holidays as per shift schedule.
    • Ability to handle responsibilities independently during off-hours.

    Preferred Qualifications:

    • Experience in supporting SaaS or cloud-based applications.
    • ITIL Foundation certification.
    • Prior experience working in a global support environment.

    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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