Sr Support Engineer 1 - BY TMS/Transportation Management, SQL, Application Support (Immediate Joiners Preferred)

Scope:

• Deliver flawless application support to BY customers by resolving complex solution issues.

• Drive resolution of escalated and complex solution issues in collaboration with multiple BY 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 improving 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

• Databases – Oracle / SQL Server

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 resolving all cases for global customers, adhering to defined SLA’s

• Documenting learnings and creating knowledge articles for repeated cases

• Replicating and maintaining customer environments

• Maintaining knowledge of customer solutions 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 being a team player

What we are looking for

• Bachelor’s degree (STEM preferred) and minimum 5 to 7 years.

• Strong DBMS (ex: SQL, Oracle) skill set with at least 3-4 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, Platform 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.

• Basic understanding of APIs, integrations, or EDI concepts preferred.

• Experience with varied tools such as AppD & Splunk, SNOW

• Good Team Player.

• This role operates within a 24x7 shift-based support model.

• Associates in rotational shifts (including early/late shifts as applicable) is required.

• Participation in weekend on-call rotations and high-severity incident support outside standard business hours is mandatory.

• Availability during critical production outages and major incidents is expected to ensure service continuity.

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.