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

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.