Support Engineer I

The Support Engineer will support named customers on SaaS and managed cloud services.

This position is required to:

- provide excellent customer experience and solution support to BY customers with ownership, proactive and innovative approach
- Own Tier 2 solution as required, enhance solution stability and service quality eventually enabling increase in customer consumption and adoption of the service
- passionately collaborates and engages within and beyond his/her team with empathy
- builds and demonstrates moderate competency in product and domain, Azure & relevant tools and technologies, solution architecture etc.
- consistently demonstrates customer centricity and relentless attitude to innovate through team work
- add value by developing knowledge article as well as working on operational improvements

a) Excellent customer experience and solution support to BY Customers with innovative approach
- Delivers excellent customer experience by resolving solution cases (both customer and system created) mostly of moderate complexity.
- Owns customer solution for Tier 2 customers. Consistently achieves high customer satisfaction by displaying end-to-end ownership, engagement and pro-activeness.
- 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
- Expected to work in shifts and provide OOH support to facilitate 24x7 customer support

b) Communication and Collaboration
- Communicates (verbal and written) effectively with the customers. Support junior team members in achieving effective communication
- Collaborates relentlessly, passionately and respectfully with various BY 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
- Technical:
i. Demonstrates moderate expertise as required to support concerned solution, for e.g.,
- Code debugging in relevant programming languages
- Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)

ii. Demonstrates moderate 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:
i. Develops moderate knowledge of product features and functionalities

ii. Possesses basic knowledge of relevant industry domain and business processes of the customers

iii. Demonstrates basic capability to have interactions related to business process impact and work-arounds with customers during issue resolution

iv. Understands SAAS consumption, adoption and business value KPIs related to respective solution
- Solution Architecture:
Possesses appropriate combination of one or more following skills, as required for concerned solution.

i. Decent understanding of solution architecture relevant for concerned solution, for e.g.,
- Multiple layers of solution architecture including Client-Server and database, Load Balancers, Middleware
- Integration with external devices/systems, data flows
- Identity and Access Management (ex: Native, OAUTH, SSO etc.)

ii. Decent skills on architecture framework, tools and technologies relevant for concerned solution, for e.g.,
- Webservers (ex: IIS, Tomcat)
- Operating System framework and relevant scripting languages (ex: PowerShell, Batch scripting, vb scripting etc.)
- Architecture framework (ex: ASP.Net, Java)

iii. Decent understanding of Azure technologies relevant for concerned solution, for e.g.,
- Native SAAS or containerized ap

plications, Kubernetes
- Azure deployment models (ex: serverless / PAAS, scaleset, ASR)
- Azure automations and CI CD pipeline - GitHub, Jenkins

iv. Moderate capability in cloud operational activities as per the requirements of concerned solution, for e.g.,
- Deployment and troubleshooting issues related to deployment
- Application health monitoring
- Developing automations (Python, Cycle, RPA etc.)

v. Moderate capability in Application Performance Engineering skills as required for concerned solution, for e.g.,
- DB health analysis (statistics, fragmentation, query execution plan, indexes)
- Executes prescribed KPI-based proactive performance review
- Behavioral:
i. Exhibits service mindset by consistently displaying customer centricity and ownership

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

iii. Pro-actively identifies learning opportunities and career path

d) Value Addition and Continuous Improvement
- Consistent Top Contributor to Knowledge Centered Support (KCS) by:
i. cre