Support Engineer 1

This position is required to:- provide excellent customer experience and solution support to BY customers with ownershipa) A) Seamless Application Support to BY Customers- Delivers excellent customer experience by resolving customer issues mostly of moderate complexity.- Displays end-to-end ownership.- Resolves internal alert 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- Proactively seeks guidance, strives and commits to improve service quality- Actively Support a customer solution as required, collaborate on solution stability and service quality eventually enabling increase in customer consumption and adoption of the service- Associates may be expected to provide Out of Office (OOH) support to facilitate the Company’s 24x7 customer support in line with the terms defined in the contract of employment and country legislation.- Associates may be expected to work in shifts to facilitate the Company’s 24x7 customer support in line with the terms defined in the contract of employment and country legislation.b) Communication and Collaboration- Communicates (verbal and written) effectively with the customers- Collaborates relentlessly, passionately, and respectfully with various BY teams and partners- Displays professionalism and empathy during internal and external conversations. Appreciates cultural differences.c) Competency development and demonstration- Technical:1. Demonstrates basic technical expertise as required to support concerning the solution, e.g.,- Code debugging in relevant programming languages- Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)2. Demonstrates basic expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk, etc.:- to analyze trends and conclude to reduce/eliminate recurring/high impacting issues- Product and Domain:i. Attends product boot camp and learns standard product features to resolve non-complex issuesii. Acquires basic domain knowledge to understand the business processes of the customers- Solution Architecture:Possesses combination of one or more following skills, as required for a concerned solution.1. a Basic understanding of solution architecture relevant for a concerning solution, 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.)2. Basic skills on architecture framework, tools, and technologies relevant for the concerned solution, 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)3. a Basic understanding of Azure concepts relevant for the concerned solution, e.g.,- Azure deployment models (ex: serverless / PAAS, scale set, ASR)- Azure Automation and CI-CD pipeline - GitHub, Jenkins4. Basic capability in cloud operational activities as per the requirements of the concerned solution, e.g.,- Application deployment and troubleshooting issues related to deployment- Application health monitoring- Developing automation (Python, Cycle, RPA, etc.)- DB health analysis (statistics, fragmentation, query execution plan, indexes)- Executes prescribed KPI-based proactive performance review- Behavioral:i. Develops service mindset ~ constantly displays customer-centricity and ownershipii. Seeks regular performance feedback and works on self-developmentiii. Pro-actively identifies learning opportunitiesd) Value Addition- Contributes to Knowledge-Centered Support (KCS) by:i. creating quality articles with mínimal guidance from leads or mentorsii. leveraging existing articles to provide faster resolution to solution issues- Identifies opportunities for operational improvements (ex: automation, process changes, etc.)i. identify opportunities pro-actively and discusses with leads or mentors**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 ValuesDiversity, Inclusion, Value & Equality (DIVE) is our strategy for fostering an inclusive environment we can be proud of. Check out Blue Yonder's inaugural Diversity Report which outlines our commitment to change, and our video celebrating the differences in all of us in the words of some of our associates from around the world.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.