Application Support Engineer - Supply Chain Domain

IN-Support Engineer 1

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 techno-functional foundation with strong Application Support Experience in Supply Chain Domain.

Scope:

Deliver flawless application support to Blue Yonder customers by resolving complex solution issues

• Drive, as a lead SME, 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:

i. Demonstrates strong technical expertise as required to support concerned solution, for e.g.,

     - DBMS (ex: SQL, Oracle) for application support; writing, reviewing, and improving queries, procedures etc.

     - Code debugging

     - Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)

     - Troubleshooting Mobile application issues

ii. 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 0 to 2 years
• Good Communication and Strong Analytical Skills
• Supply Chain domain experience
• Possess Strong Techno-Functional Expertise
• Tech Savvy able to adapt to any technology faster
• Experience of managing ERP products is preferred
• Provide technical and solution leadership during Critical/Major issues.
• Demonstrable experience, thorough knowledge, and interests in Cloud native architecture, Distributed micro-services, Multi-tenant SaaS solution and Cloud Scalability, performance and High availability
• Experience with varied tools such as AppD & Splunk
• Experience working in a team

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