Join our leading AI-driven Global Supply Chain Solutions Software Product Company, recognized as one of the “Best Places to Work”. We are seeking a skilled Senior Support Engineer to enhance customer experience and provide robust solution support to Blue Yonder customers.
The role demands an innovative, proactive approach to customer value creation and involves resolving complex technical issues with high expertise.
Scope:
Customer Solution Ownership: Achieve high customer satisfaction and positively impact NPS scores through end-to-end ownership, engagement, and proactive support.
Global Team: Collaborate with 120+ global associates across the US, Mexico, India, Australia, and the UK, with rapid growth expected.
Support Engagements: Work with global technical and functional teams to support various customer engagements.
Customer Interaction: Understand customer requests, support designed products/solutions to meet business requirements, and ensure high customer satisfaction.
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Issue Resolution: Address and resolve technical issues adhering to SLAs, document learnings, and create knowledge articles.
Environment Management: Replicate and maintain customer environments and knowledge of customer solution architecture and integration points.
Customer Satisfaction: Provide quality and timely solutions to improve customer satisfaction and follow-up until closure.
Stakeholder Interaction: Interact with internal and external stakeholders and report to management.
Process Improvement: Identify areas for improvement and automation in routine tasks.
Continuous Learning: Stay updated with new technologies and products, demonstrate quick learning ability, and maintain good interpersonal and communication skills.
Architecture Simplification: Drive simpler, more robust, and efficient architecture and designs.
Product Representation: Confidently represent product and portfolio, including vision and technical roadmaps, within the company and to strategic customers when necessary.
Detailed Responsibilities:
Customer Issue Resolution: Understand customer-raised issues, especially in Cloud/SaaS environments, and take appropriate actions to resolve them.
Code Review: Review product source code or design documents as necessary.
Case Management: Own and resolve all cases for global customers, adhering to defined SLAs.
Knowledge Sharing: Document learnings and create knowledge articles for repeated cases.
Environment Replication: Replicate and maintain customer environments.
Solution Knowledge: Maintain knowledge of customer solutions and customizations.
Urgency in Interaction: Demonstrate a sense of urgency and swiftness in all customer interactions.
Techno-Functional Point of Contact: Act as the techno-functional POC for all cases, ensuring timely triage and assignment.
Global Collaboration: Utilize instant messenger and other tools to collaborate globally.
Shift Work: Work in rotational shifts and be flexible with timings.
Goal Achievement: Meet organizational and team-level goals.
Customer Satisfaction: Improve customer satisfaction by providing quality and timely solutions and follow-up until case closure.
Process Automation: Identify areas for improvement and scope for automation in routine tasks or activities.
Team Player: Help in meeting team-level goals and be a team player.
What We Are Looking For:
Educational Background: Bachelor’s degree (STEM preferred) with a minimum of 7 to 10 years of experience.
Team Experience: Experience in working as a team.
Skills: Good communication and strong analytical skills.
Technical Proficiency: Experience in working with SQL/Oracle DB complex queries.
Domain Knowledge: Fair understanding of the Supply Chain domain.
Support Engineering Experience: Experience in support engineering roles.
Tech Savviness: Ability to adapt to any technology quickly.
Critical Issue Support: Provide technical and solution support during critical/major issues.
Tool Experience: Experience with varied tools such as AppDynamics, Splunk, and ServiceNow.
Shift Flexibility: Flexible to work in shift timings:
Shift 1: 6 am to 3 pm
Shift 2: 2 pm to 11 pm
Shift 3: 10 pm to 7 am
By joining us, you will be part of a dynamic team committed to enhancing customer satisfaction through innovative solutions and continuous improvement in the supply chain industry.
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
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.
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