Senior Support Engineer - Supply Chain & Cloud Solutions

Sr Support Engineer 2

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 Supply Chain/Warehouse domain experience and technical knowledge with the additional ability to be hands-on with the broader teams as part of the development/deployment and maintenance cycle, and good knowledge of industry best practices, with the ability to implement them working with customers and internal platform, and the product teams.

Scope:

• Core responsibilities include understanding the customer requests, supporting our designed products / solutions to efficiently satisfy business requirements, while balancing complexity to ensure processes are supportable and meet customer satisfaction.

• The team currently comprises of 100+ global associates across geographies and is expected to grow. The incumbent will need to have leadership qualities to also mentor junior and mid-level support engineers in our team.

Our current technical environment:

• Software: Java, GIT, Rest API, OAuth, PL/SQL
• Application Architecture: Scalable, Resilient, event driven, secure multi-tenant Microservices architecture
• Cloud Architecture: MS Azure (ARM templates, AKS, Application gateway, Virtue Networks, Event Hub, Azure AD)
• Frameworks/Others: Kubernetes, Kafka, Elasticsearch, Spark, NOSQL, RDBMS, Springboot, Gradle GIT, Ignite

What you’ll do:

• BY TMS (TMS – Transportation Management System) Support Engineer will be responsible to work with global technical and functional teams under various customer engagements.
• Individual will work with region customers/stakeholders to understand the request, support our designed products / solutions to efficiently satisfy business requirements, while balancing complexity to ensure processes are supportable and meet customer satisfaction.
• Individual to gather and understand the functional reported issues/problems and drive towards solutions and fixes, adhering to defined SLAs (Service Level Agreements).
• Document learnings and create knowledge articles for repeated cases
• Replicate and maintain customer environments 
• Maintain knowledge of customer solution and customization
• Maintain sense of urgency and swiftness with all customer interactions
• Improve Customer Satisfaction by providing quality and timely solutions to reported issues and follow-up until closure.
• Interact with internal and external stakeholders and reports to management.
• Identify areas of improvement and scope of automation on routine tasks or activities
• Individuals should be passionate about working with new technologies and products.
• Demonstrate ability to learn quickly, have good interpersonal & communication skills– verbal and written.
• Drive architecture and designs to become simpler, more robust, and more efficient.
• Confidently represents product and portfolio, including vision and functional and technical roadmaps, within the company and, when necessary, to strategic customers

What we are looking for:

• Bachelor’s degree (STEM preferred) and minimum 5 to 10 years of experience in Application Support and Implementation; ideally a candidate had experience of supporting BY TMS - SCM applications and aware of Architecture, Basics of Integration, Apache /IIS and working on the product support, within the last 3-4 years minimum.
• Strong experience of supporting BY TMS Web-application: Understanding of WMS application, architecture, experience in configuration and troubleshooting of BY TMS.

• Demonstrable experience supporting and maintenance of enterprise cloud solutions (we use Azure)
• Demonstrable experience with microservices based architecture on Cloud.
• 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 ServiceNow, Salesforce, JIRA, AppD, Splunk.

Good Understanding of secure architectures, secure configuration, identity management

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