Sr. Support Engineer I

Title: Sr Support Engineer I

Scope:

The Senior Support Engineer I is a customer-focused role responsible for providing technical and functional support and ensuring a high level of customer satisfaction through exceptional service delivery. The role involves working collaboratively with customers, team members, and partners to enhance solution stability and service quality, and to champion the adoption of KCS and process improvements through lean methodology and automation.

What you'll do:

A) Excellent customer experience and solution support to BY Customers with innovative/proactive approach and customer value creation:

• Resolve customer issues of high complexity on BY WMS system and deliver excellent customer experience.
• Own customer solution for Tier 1/2 customers and engage in early implementation projects.
• Collaborate positively with TAM and support consumption/adoption improvement plans.
• Achieve high customer satisfaction and make positive impact on NPS scores.
• Ensure adherence to SLA/SLO, quality standards and practices.
• Champion high quality of service/operations and continuous improvement within the team.
• Implement monitoring and diagnostics practices and procedures using applicable Monitoring & Diagnostic (M&D) tools.
• Continuously improve solution stability by early detection and resolution as well as outflow and recurrence prevention of incidents.
• Provide Out of Office (OOH) support and work in shifts to facilitate the Company’s 24x7 customer support.

B) Communication and Collaboration:

• Communicate (verbal and written) effectively with customers and BY stakeholders.
• Collaborate relentlessly, passionately, and respectfully with various BY teams and partners.
• Lead by example demonstrating professionalism, empathy, and assertiveness in internal and external conversations.
• Understand cultural differences and diversity and help others live BY values.
• Balance between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products).

C) Competency development and demonstration:

• Demonstrate high technical expertise in relevant contemporary and up-to-date SaaS technical toolsets.
• Develop a good knowledge of BY WMS product features and functionalities.
• Possess moderate knowledge of relevant industry domain and business processes of our customers.
• Demonstrate moderate capability to hold constructive conversations with customers in relation to business process impact and workarounds during issue resolution.
• Understand SAAS consumption, adoption, and business value KPIs related for a given BY solution.
• Possess an appropriate combination of one or more following skills: good understanding of solution architecture relevant for a given BY solution, good skills on architecture framework, tools, and technologies relevant for a given BY solution, and good understanding of Azure technologies, relevant for a given BY solution.

What we're looking for:

• Bachelor’s degree in computer science, Engineering, or related field.
• 5+ years of experience in a technical support role or similar customer-facing role.
• Strong knowledge of BY WMS product (functional and technical).
• Strong knowledge of Azure and relevant tools and technologies.
• Demonstrated experience in troubleshooting complex technical issues.
• Knowledge of KCS methodology and process improvement through lean methodology and automation.
• Strong verbal and written communication skills, including the ability to communicate technical concepts to a non-technical audience.
• Ability to work collaboratively with customers, team members, and partners.
• Experience in training and mentoring team members to improve techno-functional capability of the team.
• Ability to work under pressure in a fast-paced environment and meet tight deadlines.
• Nice to have: WLM (Warehouse Labor Management) product knowledge.

This position is required to:

• Provide excellent customer experience and solution support to BY customers with ownership, proactive and innovative approach.
• Deliver high quality of service/operations and continuous improvement through outflow and recurrence prevention of incidents.
• Own Tier 1/2 solution as required, enhance solution stability and service quality eventually enabling increase in customer consumption and adoption of the service.
• Consistently demonstrate customer centricity and relentless attitude to innovate through positive teamwork beyond his/her team.
• Builds and demonstrates high competency in product and domain, Azure & relevant tools and technologies, solution architecture etc. – as outlined.

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

Diversity, Inclusion, Value & Equity (DIVE) is our strategy for fostering an inclusive environment we can be proud of. Check out Blue Yonder's inaugural Diversity Report which outlines our commitment to change, and our video celebrating the differences in all of us in the words of some of our associates from around the world.

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.