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Support Engineer 2
hace 4 semanas
Blue Yonder Title: Support Engineer 2
Other Comparable titles:
Technical Analyst, Functional Analyst, Software Support Analyst, Software Support Engineer
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:
Support Engineer 2 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 an Azure environment and provide Solution/Product support to our On Prem customers.
What you'll do:
Exceptional Customer Experience:
- Deliver outstanding customer experiences and provide solutions for BY customers.
- Case Management: Handle Low/Medium/High and Critical-severity customer cases and occasionally high severity cases, ensuring full ownership of the process.
- Proactive Monitoring: Manage internal cases generated by BY's monitoring tools.
- Quality Compliance: Participate in training to ensure adherence to SLAs, SLOs, and quality standards.
- Customer Satisfaction: Achieve satisfaction through ownership, engagement, and proactive behavior.
- Guidance Seeking: Work under supervision, actively seeking mentorship to improve work quality.
- Shift Flexibility: Be prepared to work shifts and outside normal hours as needed.
Collaboration and Communication:
- Engagement: Communicate passionately and empathetically with team members and stakeholders.
- Effective Communication: Maintain professionalism and empathy in all interactions, respecting cultural diversity.
Competency Development:
- Core Competencies: Develop knowledge in tools, technologies, products, and solution architecture.
- Product Training: Attend boot camps to learn product features for resolving issues.
- Business Process Understanding: Gain insight into customer business processes for better service.
- Cloud Models Knowledge: Build understanding of private, public, and hybrid Cloud models.
- Application Monitoring: Participate in health monitoring and proactively address availability issues.
Innovation and Teamwork:
- Customer-Centric Approach: Demonstrate commitment to customer needs and innovative collaboration.
- Feedback Seeking: Regularly seek feedback for personal development.
- Knowledge Contribution: Contribute to KCS by creating quality articles and identifying operational improvements.
- Continuous Learning: Identify opportunities for growth and support customer solutions.
What we are looking for:
Industry Experience:
- Experience in the supply chain domain is beneficial.
- Over 2 years in a customer-facing role in the software industry.
- Preferred experience with Blue Yonder products, especially in Supply Chain Planning solutions.
- Familiarity with the Blue Yonder SCPO platform is advantageous.
- Experience in the supply chain domain is beneficial.
Technical Skills:
- Develops fundamental skills for supporting Blue Yonder solutions.
- Proficient in Database Management Systems (SQL, Oracle) with query and procedure writing capabilities.
- Capable of code debugging.
- Provides platform support including API and MuleSoft integration troubleshooting.
- Basic skills in SaaS tools like AppDynamics and Splunk.
- Knowledgeable in operating systems (Windows, UNIX, LINUX).
Soft Skills:
- Demonstrates outstanding written and verbal communication along with strong interpersonal skills, facilitating effective interactions with diverse internal teams and external stakeholders, with a particular focus on follow-through and reporting.
- Possesses a mindset geared towards continuous improvement and employs lateral thinking.
- Self-driven and capable of rapidly acquiring knowledge about new technologies, platforms, and integrations.
- Exhibits the ability to remain composed under pressure while consistently meeting deadlines.
- Willing to work flexible hours, including evenings and weekends, as required during critical periods or to address customer escalations.
- Capable of handling on-call escalations effectively.
Education:
- A bachelor’s degree is required, preferably in Computer Applications, Industrial Engineering, Supply Chain Management, or related technical fields.
- Master’s degree in computer science or another equivalent technical field highly preferred
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
Diver
