Senior Support Engineer 1

Scope:

• We are a leading SaaS and AI-driven Global Supply Chain Solutions software product company and Glass Door's “Best Places to Work”

• The only company recognized as a Leader in 3 2021 Gartner Magic Quadrant reports covering supply chain planning solutions, transportation management systems, and warehouse management systems

Our Current Technical Environment:

• Software: Unix, Any scripting language, WMS application (Any), PL/SQL, API, MOCA

• Future Software – Kafka, Stratosphere, Microservices, Java

• Application Architecture: Native SaaS, Cognitive

• Cloud Architecture: Private cloud, MS Azure (ARM templates, AKS, HD insight, Application gateway, Virtue Networks, Event Hub, Azure AD)

What you will do:

• 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 8 years of experience.

• Team Experience: Experience in working as a team.

• Skills: Good communication and strong analytical skills.

• Domain Knowledge: Fair understanding of the TMS/ Supply Chain domain.

• Technical Proficiency: Experience in working with SQL/Oracle DB complex queries.

• Support Engineering Experience: Experience in support engineering roles.

• Techno-Functional Expertise: Possess strong techno-functional expertise.

• 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

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.