Support Engineer 2 (WMS/Warehouse Management )

Responsibilities

• Understand customer requests, support designed products/solutions to meet business requirements, and ensure high customer satisfaction.
• Address and resolve technical issues adhering to SLAs, document learnings, and create knowledge articles.
• Replicate and maintain customer environments and knowledge of customer solution architecture and integration points.
• Provide quality and timely solutions to improve customer satisfaction and follow-up until closure.
• Interact with internal and external stakeholders and report to management.
• Identify areas for improvement and automation in routine tasks.
• Drive simpler, more robust, and efficient architecture and designs.
• Confidently represent product and portfolio, including vision and technical roadmaps, within the company and to strategic customers when necessary.
• Customer Issue Resolution: Understand customer-raised issues, especially in Cloud/SaaS environments, and take appropriate actions to resolve them.
• Own and resolve all cases for global customers, adhering to defined SLAs.
• Document learnings and create knowledge articles for repeated cases.
• Replicate and maintain customer environments.
• Maintain knowledge of customer solutions and customizations.
• Act as the techno-functional POC for all cases, ensuring timely triage and assignment.
• Utilize instant messenger and other tools to collaborate globally.
• Meet organizational and team-level goals.
• Improve customer satisfaction by providing quality and timely solutions and follow-up until case closure.
• Identify areas for improvement and scope for automation in routine tasks or activities.

Requirements

• Help in meeting team-level goals and be a team player.
• Educational Background: Bachelor’s degree (STEM preferred) with a minimum of 5 to 7 years of experience.
• Experience in working as a team.
• Good communication and strong analytical skills.
• Experience in working with SQL/Oracle DB complex queries.
• Fair understanding of the Supply Chain domain.
• Ability to adapt to any technology quickly.

Blue Yonder Title

Support Engineer II Other Comparable Titles: Product Specialist, Techno-Functional Architect Overview: Join our leading AI-driven Global Supply Chain Solutions Software Product Company, recognized as one of the “Best Places to Work”. We are seeking a skilled Senior Support Engineer to enhance customer experience and provide robust solution support to Blue Yonder (BY) customers. The role demands an innovative, proactive approach to customer value creation and involves resolving complex technical issues with high expertise.

Scope

Customer Solution Ownership: Achieve high customer satisfaction and positively impact NPS scores through end-to-end ownership, engagement, and proactive support.

Global Team

Collaborate with 120+ global associates across the US, Mexico, India, Australia, and the UK, with rapid growth expected.

Our Current Technical Environment

Software: BY Discrete, SQL, AppDynamics, Splunk, Oracle/MSQL, Java, GIT, Rest API, OAuth Cloud Architecture: MS Azure (ARM templates, AKS, Application gateway, Virtue Networks, Event Hub, Azure AD) Application Architecture: Scalable, resilient, event-driven, secure multi-tenant microservices architecture Frameworks/Others: Kubernetes, Kafka, Elasticsearch, Spark, NoSQL, RDBMS, Springboot, Gradle GIT, Ignite What You’ll Do: Support Engagements: Work with global technical and functional teams to support various customer engagements.

Continuous Learning

Stay updated with new technologies and products, demonstrate quick learning ability, and maintain good interpersonal and communication skills.

Code Review

Review product source code or design documents as necessary.

Urgency in Interaction

Demonstrate a sense of urgency and swiftness in all customer interactions.

Shift Work

Work in rotational shifts and be flexible with timings.

Support Engineering Experience

Experience in support engineering roles.

Techno-Functional Expertise

Possess strong techno-functional expertise.

Critical Issue Support

Provide technical and solution support during critical/major issues.

Tool Experience

Experience with varied tools such as AppDynamics, Splunk, and ServiceNow.

Shift Flexibility

Flexible to work in shift timings: Shift 1: 6 am to 3 pm Shift 2: 2 pm to 11 pm Shift 3: 10 pm to 7 am By joining us, you will be part of a dynamic team committed to enhancing customer satisfaction through innovative solutions and continuous improvement in the supply chain industry.

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 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.