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Senior Support Engineer 2 (WMS Cloud Applications/ SaaS)
6-10 years
Bangalore / Bengaluru
1 vacancy
Senior Support Engineer 2 (WMS Cloud Applications/ SaaS)
Blue Yonder
posted 2mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Blue Yonder Title:
Senior Support Engineer II
Other Comparable Titles:
Product Specialist, Techno-Functional Architect
Overview:
Join our leading AI-driven Global Supply Chain Solutions Software Product Company, recognized as one of the Best Places to Work . We are seeking a skilled Senior Support Engineer to enhance customer experience and provide robust solution support to Blue Yonder (BY) customers. The role demands an innovative, proactive approach to customer value creation and involves resolving complex technical issues with high expertise.
Scope:
- Customer Solution Ownership: Achieve high customer satisfaction and positively impact NPS scores through end-to-end ownership, engagement, and proactive support.
- Global Team: Collaborate with 120+ global associates across the US, Mexico, India, Australia, and the UK, with rapid growth expected.
Our Current Technical Environment:
- Software: BY Discrete, SQL, AppDynamics, Splunk, Oracle/MSQL, Java, GIT, Rest API, OAuth
- Cloud Architecture: MS Azure (ARM templates, AKS, Application gateway, Virtue Networks, Event Hub, Azure AD)
- Application Architecture: Scalable, resilient, event-driven, secure multi-tenant microservices architecture
- Frameworks/Others: Kubernetes, Kafka, Elasticsearch, Spark, NoSQL, RDBMS, Springboot, Gradle GIT, Ignite
What You ll 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 6 to 10 years of experience.
- Team Experience: Experience in working as a team.
- Skills: Good communication and strong analytical skills.
- Technical Proficiency: Experience in working with SQL/Oracle DB complex queries.
- Domain Knowledge: Fair understanding of the Supply Chain domain.
- 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
By joining us, you will be part of a dynamic team committed to enhancing customer satisfaction through innovative solutions and continuous improvement in the supply chain industry.
Our Values
Diversity, Inclusion, Value & Equity (DIVE) is our strategy for fostering an inclusive environment we can be proud of. Check out Blue Yonders inaugural Diversity Report which outlines our commitment to change, and our video celebrating the differences in all of us in the words of some of our associates from around the world.
Employment Type: Full Time, Permanent
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People are getting interviews through
(based on 28 Blue Yonder interviews)
Job Portal
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Company Website
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32%
25%
14%
7%
4%
18% candidates got the interview through other sources.
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What people at Blue Yonder are saying
Senior Support Engineer 2 salary at Blue Yonder
reported by
8
employees
with 5-13
years exp.
₹17.8
L/yr - ₹22
L/yr
138%
more
than the average Senior Support Engineer 2 Salary in India
View more details
What Blue Yonder employees are saying about work life
based on 492 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Blue Yonder Benefits
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