Support Engineer 1

Blue Yonder Title:

Support Engineer 1

Other Comparable titles:

Application Architect, Support Engineer, Functional Consultant, Technical Consultant

Overview:

• Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor’s “Best Places to Work”
• Seeking an astute individual that has a strong technical foundation with the additional ability to be hands-on with the broader engineering team, and deep knowledge of industry best practices.

Scope:

• Core responsibilities is required to:- Provide excellent customer experience and solution support to BY customers with end-to-end ownership, proactive and innovative approach- Plan and execute implementation of high service quality through continuous improvements in the operational processes by regular tracking of operational metrics and leveraging lean methodology, automation etc.- Own Tier 2/3 customer solution as required, enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption and adoption of the service-- Consistently demonstrate customer centricity and relentless attitude to innovate through positive teamwork beyond his/her team- Build and demonstrate high competency in product and domain, Azure & relevant tools and technologies, solution architecture etc.
• Our current technical environment:
• • Webservers IIS, Tomcat
• • Cloud Architecture: MS Azure (Application gateway, Virtue Networks, Event Hub, Azure AD)
• • Frameworks/Others: SQL, RDBMS, ASP.Net, Java, Python

What you’ll do:

• Be part of Solution transition to Support
• Work with Product Development in order to resolve customer adoption and consumption issues.
• Work with Product Development in cases where customer’s requirements are generic and is a good fit for the products future state.
• Understanding of Database structures. Understanding of various functional platforms and infrastructures.
• Understands BY’s product suite to convey relationships and touchpoints to the customer.
• Responsible for the quality service, including communication, resolutions, and case content.
• Maintain customer satisfaction - level of service, monitor SLA compliance
• Ensures quantity and quality content in the Knowledgebase. Create knowledge base articles for recurring issues.
• Manages the day-to-day team activities to ensuring adherence of operational guidelines.
• Adherence to department and company operational guidelines, meet organization and personal goals.
• Work in shifts on rotation basis. Be On-Call over weekends on rotation basis
• Expertly utilizes support tools (Zoom, JIRA, Salesforce.) to expedite case resolution
• Provides functional and/or technical support during a customer’s product implementation and "go-live" periods.  
• Understands business features and functionality to be provided by the product.  
• Works in a cross-functional capacity to support quality design, development and testing.  
• Should be able to investigate all angles and identifies the root cause to solve a variety of problems. Proactively evaluates and promotes the same outlook in the team 
• Proactively strives to add value to the service delivered keeping in mind the underlying customer’s needs. Is aware of the financial implications of his/her actions and act appropriately 
• Is aware of the potential of his team and supports team to develop new skills. Resolves conflicts effectively and delegates effectively. 
• Plans and co-ordinates routine activities and also does contingency planning. 
• Liaisons and networks with stakeholders outside the immediate team to facilitate team or business objectives. Encourages an atmosphere where teamwork thrives 
• Willing to learn new things and take on challenges provided with positive outlook. Look forward for every new opportunity as learning opportunity 

What we are looking for: 

• Bachelor's degree (or equivalent) in Computer Science or Engineering or other relevant discipline.
• 2-4 years of corporate experience in customer facing roles as a consultant in BY Workforce Management or similar products
• Functional Expertise in WFM modules like forecasting, labor demand, auto scheduling, Time & Attendance and Pay Rules
• Ability to resolve complex problems with minimal guidance.
• Excellent computer skills with in-depth knowledge of operating systems, client/server technology, ERP systems, Integration and Middleware technologies and applications
• Good communication skills
• Experience in IT support
• Collaboration across different regions/teams
• Zeal for continuous improvement/Innovation
• Align to the values, priorities, and culture of the organization
• OOPS / Object oriented programming concepts
• SQL Server / MS SQL scripting
• PowerShell Scripting
• Good knowledge on relational database concepts
• Fundamentals of Object-Oriented Programming
• ITIL certification

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.