Support Engineer 2 (BY WMS/Blue Yonder Warehouse Management)
LocationIND - Coimbatore (708)
Work modeon-site
Typefull-time
Company size5,001–10,000 people
First seen5d ago
Last seen3d ago
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 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.
Support Engagements: Work with global technical and functional teams to support various customer engagements.
•
Customer Interaction: Understand customer requests, support designed products/solutions to meet business requirements, and ensure high customer satisfaction.
•
Issue Resolution: Address and resolve technical issues adhering to SLAs, document learnings, and create knowledge articles.
•
Environment Management: Replicate and maintain customer environments and knowledge of customer solution architecture and integration points.
•
Customer Satisfaction: Provide quality and timely solutions to improve customer satisfaction and follow-up until closure.
•
Stakeholder Interaction: Interact with internal and external stakeholders and report to management.
•
Process Improvement: Identify areas for improvement and automation in routine tasks.
•
Continuous Learning: Stay updated with new technologies and products, demonstrate quick learning ability, and maintain good interpersonal and communication skills.
•
Architecture Simplification: Drive simpler, more robust, and efficient architecture and designs.
•
Product Representation: Confidently represent product and portfolio, including vision and technical roadmaps, within the company and to strategic customers when necessary.
Detailed Responsibilities:
•
Customer Issue Resolution: Understand customer-raised issues, especially in Cloud/SaaS environments, and take appropriate actions to resolve them.
•
Code Review: Review product source code or design documents as necessary.
•
Case Management: Own and resolve all cases for global customers, adhering to defined SLAs.
•
Knowledge Sharing: Document learnings and create knowledge articles for repeated cases.
•
Environment Replication: Replicate and maintain customer environments.
•
Solution Knowledge: Maintain knowledge of customer solutions and customizations.
•
Urgency in Interaction: Demonstrate a sense of urgency and swiftness in all customer interactions.
•
Techno-Functional Point of Contact: Act as the techno-functional POC for all cases, ensuring timely triage and assignment.
•
Global Collaboration: Utilize instant messenger and other tools to collaborate globally.
•
Shift Work: Work in rotational shifts and be flexible with timings.
•
Goal Achievement: Meet organizational and team-level goals.
•
Customer Satisfaction: Improve customer satisfaction by providing quality and timely solutions and follow-up until case closure.
•
Process Automation: Identify areas for improvement and scope for automation in routine tasks or activities.
•
Team Player: Help in meeting team-level goals and be a team player.
What We Are Looking For:
•
Educational Background: Bachelor’s degree (STEM preferred) with a minimum of 5 to 7 years of experience.
•
Team Experience: Experience in working as a team.
•
Skills: Good communication and strong analytical skills.
•
Technical Proficiency: Experience in working with SQL/Oracle DB complex queries.
•
Domain Knowledge: Fair understanding of the Supply Chain domain.
•
Support Engineering Experience: Experience in support engineering roles.
Tech Savviness: Ability to adapt to any technology quickly.
•
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
Legal
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.