Support Engineer 2 - BY TMS/Transportation Management

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.

Experience Level

Senior Level