Senior Support Engineer 1 (WMS Cloud Applications /SaaS)

Blue Yonder Title: 

• Senior Support Engineer II 

Other Comparable titles: 

• Product Specialist, Techno - Functional Architect 
   

Overview: 

• Leading AI-driven Global Supply Chain Solutions Software Product Company and one of the “Best Places to Work”. 

• Seeking an astute individual who can provide an excellent customer experience and solution support to BY Customers with innovative/proactive approach and customer value creation−Delivers excellent customer experience by resolving customer issues mostly of high complexity. 

• Demonstrates high technical expertise as required to support BY solution. 

Scope: 

• Owns customer solution. Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership, engagement, and pro-activeness. 

• The team currently comprises of 120+ global associates across US, Mexico, India, Australia, and UK and is expected to grow rapidly. 
   

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: 

• BY WMS (WMS – Warehouse Management System) Support Engineer will be responsible to work with global technical and functional teams under various customer engagements.  

• Individual will work with region customers/stakeholders to understand the request, support our designed products / solutions to efficiently satisfy business requirements, while balancing complexity to ensure processes are supportable and meet customer satisfaction.  

• Individual to gather and understand the technical reported issues/problems and drive towards solutions and fixes, adhering to defined SLAs (Service Level Agreements). 

• Document learnings and create knowledge articles for repeated cases. 

• Replicate and maintain customer environments.  

• Maintain knowledge of customer solution architecture and integration points  

• Maintain sense of urgency and swiftness with all customer interactions  

• Improve Customer Satisfaction by providing quality and timely solutions to reported issues and follow-up until closure. 

• Interact with internal and external stakeholders and reports to management. 

• Identify areas of improvement and scope of automation on routine tasks or activities 

• Individuals should be passionate about working with new technologies and products.  

• Demonstrate ability to learn quickly, have good interpersonal & communication skills– verbal and written. 

• Drive architecture and designs to become simpler, more robust, and more efficient.  

• Confidently represents product and portfolio, including vision and functional and technical roadmaps, within the company and, when necessary, to strategic customers  

What we are looking for:  

• Bachelor’s degree (STEM preferred) and minimum 6 to 9 years of experience in Application Support and Implementation; ideally a candidate had experience of supporting enterprise applications and aware of Architecture, Basics of Integration, Apache /IIS and working on the technical support, within the last 3 to 4 years minimum.  

 
A) Excellent customer experience and solution support to BY Customers with innovative approach: 

− Delivers excellent customer experience by driving resolution customer issues mostly of high complexity and criticality including non-functional / performance related issues.  

− Provides direction and inputs for Root Cause analysis and proposes prevention ideas  

− Guides/assists team members to resolve medium complexity issues 

− Own a Tier 1 customer solution at a minimum. Positively collaborates with TAM and supports consumption/adoption improvement plans.  

− Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership, engagement and proactiveness  

− Early engagement in tier 1 customers’ implementation projects to gain good understanding of customer business process, solution and architecture and to ensure seamless transition into Operate phase through phased go-lives.  

− Owns implementation of high service quality through continuous improvements in the operational processes − Associates may be expected to provide Out of Office (OOH) support to facilitate the Company’s 24x7 customer support in line with the terms defined in the contract of employment and country legislation  

−Associates may be expected to work in shifts to facilitate the Company’s 24x7 customer support in line with the terms defined in the contract of employment and country legislation. 

B) Communication and Collaboration: 

− Communicates (verbal and written) effectively with customers. Support junior team members in achieving effective communication in all formats of customers communications where required.  

− Collaborates relentlessly, passionately, and respectfully with various BY teams and partners  

− Leads by example demonstrating professionalism during internal and external conversations. Understands cultural differences and diversity. 

− Balances between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products)  

C) Competency development and demonstration:  

− Demonstrates high expertise as required to support a given BY solution 

− Demonstrates high expertise in relevant contemporary and up to date SaaS technical toolsets like AppDynamics, Splunk etc. 

− Develops good knowledge of BY product features and functionalities