Support Engineer 2

Support Engineer II provides excellent customer experience and technical solution support to BlueYonder customers by owning and stabilizing Tier 2 solutions, proactively preventing incidents, and driving adoption of the service. The role requires strong collaboration, a customer-centric mindset, moderate technical competency across product, solution architecture and Azure technologies, and active contribution to knowledge and operational improvements. This role will work in shifts and provide out-of-hours (OOH) support for 24x7 coverage as required.

• Deliver excellent customer experience by resolving customer- and system-raised cases of moderate complexity with end-to-end ownership and proactivity.
• Own Tier 2 solutions: take accountability for troubleshooting, remediation, and escalation when required; drive stability and service quality improvements that enable increased customer consumption and adoption.
• Monitor application health using monitoring & diagnostics tools; identify early indicators of incidents and act to prevent or minimize impact.
• Meet SLA/SLO and quality expectations; attend case quality training and apply best practices in case handling.
• Proactively seek guidance and continuously work to improve service quality.
• Provide 24x7 support coverage as part of a shift roster, including OOH support when required.

• Communicate effectively (verbal and written) with customers, clearly explaining technical issues, impact, and workarounds.
• Coach and support junior team members to improve their communication and case handling.
• Collaborate respectfully and passionately across BlueYonder teams and external partners to resolve issues and deliver outcomes.
• Demonstrate professionalism in internal and external interactions and adapt to cultural differences.
• Balance soft skills (process, people, teamwork) with hard skills (technologies, frameworks, solutions).

• Demonstrate moderate expertise to support the solution, for example:
  • DBMS support (SQL, Oracle): writing, reviewing and optimizing queries, stored procedures.
  • Code debugging in applicable programming languages.
  • Platform/integration troubleshooting (APIs, MuleSoft).
  • Troubleshooting of mobile application issues.
• Use contemporary SaaS operational toolsets (AppDynamics, Splunk, etc.) to monitor health, investigate issues, analyze trends, and drive remediation of recurring/high-impact issues.

• Develop moderate knowledge of product features and functionality.
• Possess basic knowledge of customer industry domain and business processes to assess business impact and provide practical workarounds.
• Understand SaaS consumption, adoption and business-value KPIs relevant to assigned solutions.

• Understand multi-layered solution architectures (client-server, DB, load balancers, middleware), integrations and data flows.
• Work with web servers (IIS, Tomcat), OS frameworks and scripting (PowerShell, batch, VBScript), and common architecture frameworks (ASP.NET, Java).
• Use server and application diagnostics tools (Wireshark, Perfmon, PerfView, Event Viewer) to investigate issues.
• Understand Azure technologies relevant to the solution (serverless/PAAS, scale sets, containers/Kubernetes), deployment models and CI/CD (GitHub, Jenkins).
• Perform cloud operational activities: deployments, troubleshooting deployment-related issues, availability diagnostics, health monitoring, and creating automations (Python, RPA, etc.).
• Apply application performance engineering skills (DB health analysis, query/execution plan, index tuning) and perform prescribed KPI-based proactive performance reviews.

• Exhibit a strong service mindset: ownership, customer centricity and relentless drive to improve.
• Seek and act on feedback; pursue self-development and career growth opportunities.
• Proactively identify learning paths and next-step career objectives.

• Be a top contributor to Knowledge-Centered Support (KCS):
  • Create high-quality knowledge articles independently and mentor others to increase usage and creation.
  • Leverage existing articles to accelerate resolution.
• Identify and implement operational improvements (automation, process optimisation):
  • Simplify or automate manual procedures to improve operational efficiency.
  • Introduce methodologies that increase process efficiency and ROI.