Support Engineer 1

Overview:

• Leading AI-driven Global Supply Chain Solutions Software Product Company and one of the “Best Places to Work”.
• Seeking an astute individual who can provide an excellent customer experience and solution support to Blue Yonder Customers with innovative/proactive approach and customer value creation−Delivers excellent customer experience by resolving customer issues mostly of high complexity.

• Demonstrates high technical expertise as required to support Blue Yonder solution.

Scope:

• Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership, engagement, and pro-activeness.

• The team currently comprises of 120+ global associates across US, Mexico, India, Australia, and UK and is expected to grow rapidly.

Our current technical environment:

• Software: Blue Yonder Discrete, SQL, AppDynamics, Splunk, Oracle/MSQL
• Cloud Architecture: MS Azure fundamental
• Programming language: Java, C

What we are looking for:
A) Excellent customer experience and solution support to Blue Yonder Customers with innovative approach:

− Delivers excellent customer experience by resolving solution cases (both customer and system created) mostly of moderate complexity.

− Consistently achieves high customer satisfaction by displaying end-to-end ownership, engagement and proactiveness.

− Actively engages in application health monitoring using applicable Monitoring & Diagnostic (M&D) tools

− Attends case quality training and ensures adherence to SLA/SLO and quality practices

− Identifies and implements opportunities for early detection and resolution of incidents 

− Proactively seeks guidance, strives and commits to improve service quality

− Associates may be expected to provide Out of Office (OOH) support to facilitate the Company’s 24x7 customer support in line with the terms defined in the contract of employment and country legislation.

 − Associates may be expected to work in shifts to facilitate the Company’s 24x7 customer support in line with the terms defined in the contract of employment and country legislation.

              B) Communication and Collaboration:

− Communicates (verbal and written) effectively with customers. Support junior team members in achieving effective communication in all formats of customers communications where required.

− Collaborates relentlessly, passionately, and respectfully with various Blue Yonder teams and partners

− Leads by example demonstrating professionalism during internal and external conversations. Understands cultural differences and diversity.

− Balances between Soft skills (process, people, values, teamwork, roles) and hard skills ( technologies, frameworks, solutions, products)

C) Competency development and demonstration:

− Demonstrates moderate expertise as required to support a given Blue Yonder solution

− Demonstrates moderate expertise in relevant contemporary and up to date SaaS technical toolsets like AppDynamics, Splunk etc.

− Develops moderate knowledge of Blue Yonder product features and functionalities

− Decent understanding of solution architecture relevant for concerned solution

− Decent skills on architecture framework, tools and technologies relevant for a given Blue Yonder solution

− Good understanding of Azure technologies relevant for a given Blue Yonder solution

− Exhibits service mindset by consistently displaying customer centricity and ownership

− Seeks regular performance feedback and works on self-development opportunities to achieve a holistic personal and professional development

D) Value Addition:

− Consistent Top Contributor to Knowledge Centered Support (KCS)

− Identifies opportunities for operational improvements (ex: automation, process improvements etc.)

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.