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Sr Support Engineer 1

hace 4 meses

Monterrey, México Blue Yonder A tiempo completo

Blue Yonder Title:

- Sr Support Engineer 1 (Cloud Applications/ Transportation Manager/SaaS)

Overview:

- Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor’s “Best Places to Work”
- Blue Yonder’s Sr Support Engineer will be responsible to work 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. 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. After an individual attains expertise with the domain, solution and technology, the associate will have an option to work on customer projects in consulting roles (Deploy) as well

Scope:

- Core responsibilities to include Architecting and designing (along with counterparts and distinguished Architects) a ground up cloud native (we use Azure) SaaS product in Order management and micro-fulfillment
- The team currently comprises of 60+ global associates across US, India (COE) and UK and is expected to grow rapidly. The incumbent will need to have leadership qualities to also mentor junior and mid-level software associates in our team

What you´ll do/Knowledge Required:

- Provide excellent customer experience and solution support to BY customers with ownership, proactive and innovative approach
- Deliver high quality of service/operations and continuous improvement through outflow and recurrence prevention of incidents
- Own Tier 1/2 solution as required, enhance solution stability and service quality eventually enabling increase in customer consumption and adoption of the service
- Consistently demonstrate customer centricity and relentless attitude to innovate through positive teamwork beyond his/her team
- Builds and demonstrates high competency in product and domain, Azure & relevant tools and technologies, solution architecture etc.
- Champion KCS and process improvements through lean methodology / automation
- Train/mentor team members to improve techno-functional capability of the team
- a) Excellent customer experience and solution support to BY Customers with innovative/proactive approach and customer value creation
- Delivers excellent customer experience by resolving customer issues mostly of high complexity.
- Owns customer solution for Tier 1/2 customers.
- Early engagement in implementation projects to ensure seamless delivery continuum into Operate through phased go-lives.
- Positively collaborates with TAM and supports consumption/adoption improvement plans
- Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership, engagement and pro-activeness
- Early engagement in Tier 1/2 customer implementation projects to ensure seamless delivery continuum into Operate through phased go-lives.
- Ensures adherence to SLA/SLO, quality standards and practices
- Champions high quality of service/operations and continuous improvement within the team
- Implements monitoring and diagnostics practices and procedures
- Continuously improves solution stability by early detection and resolution as well as outflow and recurrence prevention of incidents
- Expected to work in shifts and provide OOH support to facilitate 24x7 customer support
- b) Communication and Collaboration
- Communicates (verbal and written) effectively with customers and BY stakeholders, pro-actively guides team members to communicate and influence customer positively
- Collaborates relentlessly, passionately and respectfully with various BY teams and partners, provides guidance on collaboration challenges
- Leads by example demonstrating professionalism, empathy and assertiveness in internal and external conversations. Understands cultural differences and diversity and help others live BY values
- Balances between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products)
- c) Competency development and demonstration
- Technical:

- i. Demonstrates high technical expertise as required to support concerned solution, for e.g.,
- Code debugging
- Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)
- Demonstrates high expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.:

- to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues
- Product and Domain:

- Develops good knowledge of product features and functionalities
- Possesses moderate knowledge of relevant industry domain and business processes of the customers
- Demonstrates moderate capability to have interactions related to business process impact and work-arounds with customers during issue resolution
- Understands SAAS consumption, adoption and