IN-Sr Support Engineer I– Support

2 Minutes ago • 5-8 Years • Software Development & Engineering

Job Summary

Job Description

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 strong techno-functional foundation with strong Application Support Experience in WMS or Supply Chain Domain. We are a proven, passionate bunch of disruptors, tapping into your potential to deliver the best solutions and customer experiences. Blue Yonder is the world leader in digital supply chain and omni-channel commerce fulfillment, enabling automated, profitable business decisions for greater growth and re-imagined customer experiences.
Must have:
  • Deliver flawless application support to BY customers
  • Drive resolution of escalated and complex solution issues
  • Implement Advanced Quality Prevention plans
  • Deepen competency on end to end solution architecture
  • Own customer solution and enhance solution stability
  • Engage early in customer implementation projects
  • Act as a Senior solution SME providing mentorship
  • Adopt AI into day-to-day operations
  • Drive resolution of customer issues of high complexity
  • Provide direction and inputs for Root Cause analysis
  • Guide/assist team members to resolve medium complexity issues
  • Proactively implement solution health monitoring
  • Guide the team to plan and implement early detection and resolution
  • Keep track of adoption and consumption numbers
  • Positively collaborate with TAM to drive CSM
  • Consistently achieve high customer satisfaction
  • Monitor and correct solution performance, stability, and sizing
  • Demonstrate high competency in end to end solution architecture
  • Act as Senior Subject Matter Expert and JIRA Gatekeeper
Good to have:
  • Bachelor’s degree (STEM preferred)
  • Warehouse Management System Knowledge Preferable
  • Experience of managing ERP products is preferred
  • Experience handling a team is a plus
Perks:
  • Leading AI-driven Global Supply Chain Solutions Software Product Company
  • One of Glassdoor’s “Best Places to Work”
  • Collaboration, respect, and a great work-life balance earned us the title of "Best Place to Work- Employees' Choice" by Glassdoor

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 strong techno-functional foundation with strong Application Support Experience in WMS or Supply Chain Domain.

Scope:

Deliver flawless application support to BY customers by resolving complex solution issues

  • Drive, as a lead SME, resolution of escalated and complex solution issues in collaboration with multiple BY and customer stakeholders.
  • Implement “Advanced Quality Prevention” plans to improve solution and service reliability
  • Deepen competency on end to end solution architecture, performance engineering and relevant SaaS tools OR business processes and industry domain
  • Own customer solution and enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption and adoption of the service
  • Engage early in customer implementation projects to provide solution design and architecture inputs from operability and reliability perspectives and to ensure seamless delivery continuum into Operate through phased go-lives.
  • Act as a Senior solution SME providing mentorship to Support Engineers, delivering product/technical trainings and supporting in improving capability and delivery quality of the team.
  • Adopt AI into day-to-day operations

Our current technical environment:

i. Demonstrates strong technical expertise as required to support concerned solution, for e.g.,

  • DBMS (ex: SQL, Oracle) for application support; writing, reviewing, and improving queries, procedures etc.
  • Code debugging
  • Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)
  • Troubleshooting Mobile application issues

ii. Demonstrates strong expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.:

  • to monitor application health and to investigate application issues.
  • to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues

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.

What you’ll do:

  • Delivers excellent customer experience by
  • driving resolution of customer issues of high complexity and criticality including non-functional / performance related issues.
  • provides direction and inputs for Root Cause analysis and proposes prevention ideas.
  • guides/assists team members to resolve medium complexity issues.
  • Proactively implements “Advanced Quality Prevention” quality plans including but not limited to
  • regular and proactive solution health monitoring process, tools and procedures
  • validation frameworks post application patching, upgrades and maintenance
  • Guides the team to plan and implement “early detection and resolution” as well as “outflow and recurrence prevention” quality strategies
  • Drives/leads resolution of escalated and complex issues in collaboration with multiple BY and customer stakeholders.
  • Keeps a track of adoption and consumption numbers and analyzing the trends and providing inputs for improvement.
  • Owns solution for customers.
  • Positively and proactively collaborates with TAM to drive CSM to support plans to improve SAAS consumption, adoption, and business value
  • Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership, engagement, and pro-activeness
  • Monitor and correct solution performance, stability, and sizing during customer roll-out phase
  • Early engagement in customer implementation projects including agile/multi-sprint projects
  • to provide inputs during project phases to improve scalability, reliability, operability, and profitability of solution
  • to gain very good understanding of customer business process, solution, and architecture
  • to ensure seamless delivery continuum into Operate through phased go-lives.
  • demonstrate high competency in end to end solution architecture, performance engineering and relevant SaaS tools and technologies OR business processes and industry domain
  • act as Senior Subject Matter Expert providing mentorship to Support Engineers, delivers product/technical trainings and as JIRA Gatekeeper to review and prevent inflow of WAD JIRA to PD.

What we are looking for:

  • Bachelor’s degree (STEM preferred) and minimum 5 to 8 years of experience in Customer Support or Product Support
  • Strong Supply Chain domain experience
  • Warehouse Management System Knowledge Preferable
  • Possess Strong Techno-Functional Expertise
  • Tech Savvy able to adapt to any technology faster
  • Experience of managing ERP products is preferred
  • Provide technical and solution leadership during Critical/Major issues.
  • ITIL Certification
  • Demonstrable experience, thorough knowledge, and interests in Cloud native architecture, Distributed micro-services, Multi-tenant SaaS solution and Cloud Scalability, performance and High availability
  • Experience with API management platforms & providing / consuming RESTful APIs
  • Experience with varied tools such as AppD & Splunk
  • Experience handling a team is a plus

Behavioral:

  • Demonstrates leadership capabilities required to lead customer-facing investigations of complex and escalated solution issues.
  • Demonstrates enhanced Customer communication & situation management skills.
  • Demonstrates balance between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products).
  • Possesses strong sense of urgency from both Customer and company perspective, defines priorities.
  • Global representatives for key initiatives and projects
  • Inspires others by demonstrating service mindset through consistently displaying customer centricity and ownership.
  • Proactively seeks 360-degree performance feedback. Works on self-development opportunities to achieve a holistic personal and professional development, continuously improves mentoring skills to help others.
  • Consistently keeps himself/herself up to date with learning opportunities to self-develop his/her career path.
  • Ability to lead or Guide a small team to achieve customer/business objectives.

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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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