Senior Support Engineer

Overview:

• Leading AI-driven Global Supply Chain Solutions Software Product Company and one of the “Best Places to Work”.
• Seeking an astute individual who can provide an excellent customer experience and solution support to BY Customers with innovative/proactive approach and customer value creation−Delivers excellent customer experience by resolving customer issues mostly of high complexity.
• Demonstrates high technical expertise as required to support BY solution.

Scope:

• Owns customer solution. Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership, engagement, and pro-activeness.
• The team currently comprises of 120+ global associates across US, Mexico, India, Australia, and UK and is expected to grow rapidly.

Our current technical environment:

• Software: BY Discrete, SQL, AppDynamics, Splunk, Oracle/MSQL
• Cloud Architecture: MS Azure fundamental
• Programming language: Java, C

What you'll Do:

• Provides technical support during a customer’s product implementation and "go-live" periods.
• Understands business features and functionality to be provided by the product.
• Works in a cross-functional capacity to support quality design, development and testing.
• Should be able to investigate all angles and identifies the root cause to solve a variety of problems. Proactively evaluates and promotes the same outlook in the team
• Proactively strives to add value to the service delivered keeping in mind the underlying customer’s needs. Is aware of the financial implications of his/her actions and act appropriately
• Is aware of the potential of his team and supports team to develop new skills. Resolves conflicts effectively and delegates effectively.
• Plans and co-ordinates routine activities and does contingency planning.
• Liaisons and networks with stakeholders outside the immediate team to facilitate team or business objectives. Encourages an atmosphere where teamwork thrives
• Willing to learn new things and take on challenges provided with positive outlook. Look forward for every new opportunity as learning opportunity

What we are looking for:

• 5+ years of Excellent customer experience and solution support to BY Customers with innovative approach:
• Delivers excellent customer experience by driving resolution customer issues mostly of high complexity and criticality including non-functional / performance related issues.
• Provides direction and inputs for Root Cause analysis and proposes prevention ideas
• Guides/assists team members to resolve medium complexity issues
• Own a Tier 1 customer solution at a minimum. Positively collaborates with TAM and supports consumption/adoption improvement plans.
• Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership, engagement and proactiveness
• Early engagement in tier 1 customers’ implementation projects to gain good understanding of customer business process, solution and architecture and to ensure seamless transition into Operate phase through phased go-lives. Owns implementation of high service quality through continuous improvements in the operational processes − 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.

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 & Equity (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.