Support Engineer 2 - BY TMS/Transportation Management

Scope:

Deliver flawless application support to Blue Yonder customers by resolving complex solution issues.

Drive resolution of escalated and complex solution issues in collaboration with multiple Blue Yonder and customer stakeholders.

Deepen competency on end-to-end solution architecture 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.

Our current technical environment:

Demonstrates strong technical expertise as required to support concerned solution, for e.g., - DBMS (ex: SQL, Oracle) for application support; writing, reviewing, and im proving queries, procedures etc.  - Troubleshooting Application issues

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

What you’ll do:

Delivers excellent customer experience by

Understanding customer raised issues and take appropriate actions to resolve the same – Cloud /SaaS

Reviewing the product source code or design document as necessary

Owning and resolve all cases for global customers, adhering to defined SLA’s

Documenting learnings and create knowledge articles for repeated cases

Replicating and maintain customer environments

Maintaining knowledge of customer solution and customization

Demonstrating sense of urgency and swiftness with all customer interactions

Acting as Techno-functional POC for all cases and ensure timely triage and assignment

Utilizing instant messenger and other tools to collaborate globally

Working in shifts and being flexible with the timings

Meeting organization and team level goals

Improving Customer Satisfaction by providing quality and timely solutions to reported issues and follow-up until case closure

Identifying areas of improvement and scope of automation on routine tasks or activities

Helping in meeting team level goals and be a team player

What we are looking for:

Bachelor’s degree (STEM preferred) and minimum 4 to 6 years.

Strong DBMS (ex: SQL, Oracle) skill set with atleast 4 years hands on.

Good Communication and Strong Analytical Skills

Person with prior support experience with fair knowledge on handling issues within SLA’s

Preferably Blue Yonder TMS knowledge, else basic Supply Chain domain experience

Person who can communicate flawless with Customer and other stakeholders.

Possess Strong Techno-Functional Expertise

Tech Savvy able to adapt to any technology faster.

Experience with varied tools such as AppD & Splunk, SNOW

Good Team Player.

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