Support Engineer 1

hace 2 meses

Monterrey, México Blue Yonder A tiempo completo

Title: Support Engineer 1

Comparable Titles: Technical Analyst, Functional Analyst, Software Support Analyst, Software Support Engineer

Location: Monterrey, MX

Overview

The team currently consists of 200+ global associates across Americas (NA/LATAM), EMEA, APAC, and India, while supporting 500+ global customers on SaaS, Private Cloud, and On Premise.

Scope:
Blue Yonder is undergoing tremendous SAAS/DevOps transformation and this is a very exciting time to join our team The Support Engineer will be responsible for working with global functional & technical teams under various customer engagements to gather and understand the technical / functional reported issues/problems and drive towards solutions and fixes. The Individual will work with regional customers/stakeholders to rollout, support our designed products / solutions to efficiently satisfy business requirements, while balancing complexity to ensure processes are supportable and meet customer satisfaction. The Support Engineer will work as a Squad member to support our SaaS customers on Azure environment and provide Solution/Product support to our On Prem customers.

What you'll do:

- Provide excellent customer experience and solution support to BY customers
- Resolves customer cases mostly with low/medium severity; occasionally high/critcal. Displays end-to-end ownership.
- Resolves internal proactive monitoring cases generated by BY internal tools
- Attends case quality training and ensures adherence to SLA/SLO and quality practices
- Obtains customer satisfaction by displaying ownership, engagement and pro-activeness
- Work is frequently supervised by the leads or mentors. Constantly seeks guidance to improve the quality
- Learn & support a customer solution as required, understand service quality and consumption and adoption of the service
- May be expected to work shifts and Out of Office Hours (OOH) based on workload and in line with with the terms of the contract and country legislation
- Passionately collaborates and engages within and beyond his/her team with empathy
- Communicates (verbal and written) effectively with customers
- Collaborates relentlessly, passionately and respectfully with various BY teams and partners
- Displays professionalism and empathy during internal and external conversations. Appreciates cultural differences.
- Build core competency with the tools and technologies, product and domain, solution architecture etc.
- Attends product boot-camp and learns standard product features to resolve non-complex issues
- Acquires basic domain knowledge to understand the business processes of the customers
- Builds basic understanding of different Cloud models - private, public, hybrid
- Builds basic understanding of Azure concepts relevant for given BY solution
- Consistently demonstrates customer centricity and relentless attitude to innovate through teamwork
- Develops service mindset ~ constantly displays customer-centricity and ownership
- Seeks regular performance feedback and works on self-development
- Pro-actively identifies learning opportunities
- Contributes to Knowledge Centered Support (KCS) by:

- Creating quality articles with mínimal guidance from leads or mentors
- Leveraging existing articles to provide faster resolution to solution issues
- Identifies opportunities for operational improvements (ex: automation, process changes etc.)
- Identifies opportunities pro-actively and discusses with leads or mentors
- Collaborates with others to implement and operationalize
- Learn & support a customer solution as required, understand service quality and consumption and adoption of the service

What we are looking for:
Industry experience:

- 2+ Years Experience in a Customer-facing Software Industry role; preference given to software support or software consulting roles
- Experience working with BY products preferred, specifically Supply Chain Planning solutions. Functional knowledge of Blue Yonder SCPO Platform a major plus
- Supply chain domain experience a plus

Technical Skills:

- Builds basic skills as required to support a given BY solution
- Code debugging, as applicable
- Platform support engineering (ex: API and/or Mulesoft integration troubleshooting), as applicable
- Builds basic skills on relevant contemporary and up to date SaaS technical toolsets like AppDynamics, Splunk etc.
- Knowledge with operating systems (e.g. Windows, UNIX, LINUX)

Soft Skills:

- Must have excellent communication and interpersonal skills to interact with a wide variety of internal and external personnel with emphasis on follow-through and reporting
- Ability to work calmly under pressure and meet deadlines
- Must be self-motivated and quick learner - New technologies, platforms, integrations
- Able to work flexible hours, including evenings, weekends, as warranted by the situation in critical times or to manage customer escalations
- Demonstrates initiative and is inquisitive
- Enjoys working in a team-oriented and fast-pa

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