Support Engineer I

Blue Yonder Title:

• Support Engineer I

Overview:

• Responsible for providing technical and functional support and ensuring a high level of customer satisfaction through exceptional service delivery.

• The role involves working collaboratively with customers, team members, and partners to enhance solution stability and service quality, and to champion the adoption of KCS and process improvements through lean methodology and automation.

Scope:

• Providing excellent customer experience and solution support to BY customers.

• Passionately collaborating and engaging within and beyond his/her team with empathy.

• Demonstrate ease of interacting with other areas.

• Building core competency with the tools and technologies, product and domain, solution architecture etc.

• Consistently demonstrating customer centricity and a relentless attitude to innovate through teamwork.

• Learning & supporting a customer solution as required, understanding service quality and consumption and adoption of the service.

• Great attitude to learn and help others.

What you'll do:

A) Seamless Application Support to BY Customers

• Resolve customer cases mostly with low/medium severity; occasionally high/critical. Displays end-to-end ownership.

• Resolve internal proactive monitoring cases generated by BY internal tools.

• Attend case quality training and ensure adherence to SLA/SLO and quality practices.

• Obtain customer satisfaction by displaying ownership, engagement, and pro-activeness.

• Work is frequently supervised by the leads or mentors. Constantly seek guidance to improve the quality.

• Learn & support a customer solution as required, understanding service quality and consumption and adoption of the service.

• 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.

B) Communication and Collaboration

• Communicate (verbal and written) effectively with customers.

• Collaborate relentlessly, passionately, and respectfully with various BY teams and partners.

• Display professionalism and empathy during internal and external conversations. Appreciate cultural differences.

• Always willing to help others.

C) Building Competency

• Technical

  • Build medium skills as required to support a given BY solution.

  • DBMS (ex: SQL, Oracle); ability to write database queries, procedures for application support.

  • Code debugging, as applicable.

  • Platform support engineering (ex: API and/or MuleSoft integration troubleshooting), as applicable.

  • Troubleshooting Mobile application issues, as applicable

  • Build basic skills on relevant contemporary and up-to-date SaaS technical toolsets like AppDynamics, Splunk, etc.

• Product and Domain:

  • Attend product boot-camp and learn standard product features to resolve non-complex issues.

  • Acquire basic domain knowledge to understand the business processes of the customers.

• Solution Architecture:

  • Build basic understanding of different Cloud models - private, public, hybrid.

  • Build basic understanding of solution architecture and application deployment framework, relevant for a given BY solution.

  • Build basic understanding of Azure concepts relevant for a given BY solution, for e.g.,

  • Native SAAS or containerized applications, Kubernetes.

  • Azure deployment models (ex: serverless / PAAS, scale set, ASR)

  • Azure automations and CI CD pipeline - GitHub, Jenkins

  • Actively engage in application health monitoring using applicable Monitoring & Diagnostic (M&D) tools

  • Proactively identify application availability issues and resolve them using defined resolution methods.

• Behavioral:

  • Develop a service mindset ~ constantly display customer-centricity and ownership.

  • Seek regular performance feedback and work on self-development.

  • Proactively identify learning opportunities.

What we're looking for:

• Bachelor’s degree in Computer Science, Engineering or a related field

• 1-3 years of relevant experience in IT (Supply Chain Preferent)

• Customer-oriented and driven by customer success.

• Excellent problem-solving skills

• Good communication skills (verbal and written).

• Good interpersonal skills.

• Ability to work collaboratively in a team environment.

• Ability to learn and adapt quickly to new technologies.

• Strong analytical and troubleshooting skills.

• Build basic understanding of different cloud models - private, public, hybrid, and solution architecture and application deployment framework relevant for a given BY solution.

• Develop basic understanding of Azure concepts relevant for a given BY solution, including:

• Native SAAS or containerized applications, Kubernetes

• Azure deployment models (ex: serverless / PAAS, scale set, ASR)

• Azure automations and CI CD pipeline (GitHub, Jenkins)

• Actively engage in application health monitoring using applicable Monitoring & Diagnostic (M&D) tools.

• Proactively identify application availability issues and resolve them using defined resolution methods.

• Develop a service mindset by constantly displaying customer-centricity and ownership.

• Seek regular performance feedback and work on self-development.

• Proactively identify learning opportunities.

• Contribute to Knowledge Centered Support (KCS) by:

• Creating quality articles with minimal guidance from leads or mentors.

• Leveraging existing articles to provide faster resolution to solution issues.

#LI-Remote

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

Diversity, 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.