This role is for a Senior Support Engineer 1 - Cloud at a leading AI-driven Global Supply Chain Solutions Software Product Company. The individual will provide excellent customer experience and solution support to BY customers with end-to-end ownership, focusing on proactive and innovative approaches. Responsibilities include planning and executing high service quality through continuous improvements, owning Tier 1 customer solutions, and enhancing solution stability. The role involves early engagement in implementation projects, acting as a Subject Matter Expert, and demonstrating customer centricity and innovation through teamwork. High competency in product, domain, Azure, and relevant tools is essential.
Good To Have:- Bachelor's degree (or equivalent) in Computer Science or Engineering or other relevant discipline
- 5-8 years of corporate experience in customer facing roles as a senior consultant in BY Workforce Management or similar products
- Ability to resolve complex problems with minimal guidance
- Excellent computer skills with in-depth knowledge of operating systems, client/server technology, ERP systems, Integration and Middleware technologies and applications
- Good communication skills
- Experience in IT support
- Collaboration across different regions/teams
- Zeal for continuous improvement/Innovation
- Align to the values, priorities, and culture of the organization
- Fundamentals of Machine Learning, Statistic and Probability
- Fundamentals of Artificial Intelligence
- Knowledge of Retail/Supply chain concepts
- ITIL certification
- Performance analysis / tuning for project
Must Have:- Provide excellent customer experience and solution support to BY customers.
- Plan and execute implementation of high service quality.
- Own Tier 1 customer solution, enhancing stability and service quality.
- Engage early in Tier 1 customer implementation projects.
- Act as Subject Matter Expert, mentoring Support Engineers.
- Deliver product/technical trainings and act as JIRA Gatekeeper.
- Demonstrate customer centricity and innovate through teamwork.
- Build high competency in product, domain, Azure, and relevant tools.
- Be part of Solution transition to Support.
- Work with customization teams to walkthrough requirements.
- Work with PMG and PD to resolve customer adoption/consumption issues.
- Understand Database structures and functional platforms.
- Understand BY’s product suite.
- Responsible for quality service, communication, resolutions, and case content.
- Maintain customer satisfaction and monitor SLA compliance.
- Ensure quantity and quality content in Knowledgebase.
- Manage day-to-day team activities, ensuring adherence to guidelines.
- Work in shifts and be On-Call over weekends on rotation.
- Utilize support tools (Zoom, JIRA, Salesforce) to expedite case resolution.
- Provide functional and/or technical support during implementation.
- Understand business features and functionality.
- Work cross-functionally to support quality design, development, and testing.
- Investigate and identify root cause of problems.
- Proactively add value to service delivered.
- Be aware of financial implications of actions.
- Support team to develop new skills.
- Resolve conflicts effectively and delegate effectively.
- Plan and coordinate routine activities and contingency planning.
- Liaise and network with stakeholders.
- Willing to learn new things and take on challenges.
Perks:- AI-driven Global Supply Chain Solutions Software Product Company
- One of Glassdoor’s “Best Places to Work”
- Collaboration
- Respect
- Great work-life balance
- Over 400 patents
- 10,000 people years of domain expertise