Support Engineer 2 - PLSQL/Unix/GenAI/ML/Python

Overview:

The Technical and functional team within Blue Yonder operates globally with over 100 team members in the US, India, UK, Mexico and Japan. We are seeking an engineer with a strong technical foundation to develop fit-for-purpose extensions or reusable artifacts for our customers that provide increased value beyond our base product solutions.

Role Scope:

Core responsibilities is required to:

• Provide excellent customer experience and solution support to BY customers with end-to-end ownership, proactive and innovative approach
• Plan and execute implementation of high service quality through continuous improvements in the operational processes by regular tracking of operational metrics and leveraging lean methodology, automation etc.
• Own Tier 1/2/3 customer solution as required, enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption and adoption of the service
• Consistently demonstrate customer centricity and relentless attitude to innovate through positive teamwork beyond his/her team
• Build and demonstrate high competency in product and domain, Azure & relevant tools and technologies, solution architecture etc.

What you’ll do: (Responsibilities)

• Understanding of Database structures. Understanding of various functional platforms and infrastructures.
• Responsible for the quality service, including communication, resolutions, and case content.
• Maintain customer satisfaction - level of service, monitor SLA compliance.
• Ensures quantity and quality content in the Knowledgebase. Create knowledge base articles for recurring issues.
• Manages the day-to-day team activities to ensuring adherence of operational guidelines.
• Adherence to department and company operational guidelines, meet organization and personal goals.
• Work in shifts on rotation basis. Be On-Call over weekends on rotation basis.
• Provides technical support during a customer’s product implementation and "go-live" periods.
• Understands business features and functionality to be provided by the product.
• Should be able to investigate all angles and identify the root cause to solve a variety of problems. Proactively evaluates and promotes the same outlook in the team.

What we are looking for: (Qualifications)

• Bachelor's degree (or equivalent) in Computer Science or Engineering or other relevant discipline.
• 3-5 years of corporate experience in customer facing roles for any Enterprise solutions
• PLSQL/ SQL Server / MS SQL scripting/ PowerShell Scripting
• IIS and Tomcat
• Excellent computer skills with in-depth knowledge of operating systems, client/server technology, ERP systems, Integration and Middleware technologies and applications
• Good knowledge on relational database concepts
• Experience in applying AI-powered analytics tools for operations performance monitoring and forecasting.
• Exposure to AI-based process automation to streamline repetitive tasks and improve efficiency.
• Familiarity with Generative AI tools for documentation, reporting, and knowledge management