Enterprise Service Engineer

As an Enterprise Service Engineer, you will be responsible for delivering high-quality support to E2open's Supply Chain applications to meet our global customers' Service Level Agreements and operational requirements. The job requires an intimate knowledge of the product features, capabilities, and the capacity to effectively train new customers. The successful candidate will be adaptable, detail-oriented, and organized, have excellent analytical and problem-solving skills, and should be able to work independently with cross-functional teams to troubleshoot and resolve complex problems.

Additionally, the applicant should have a proactive mindset, continually trying to determine preventative measures.

Responsibilities

• Manage day-to-day incidents and problem resolution as per SLA.
• Thorough investigation of the issues and provide solutions.
• Work closely with Customers, GSE, and other internal teams to solve problems collaboratively in a global environment.
• Join and participate in Customer calls over the phone for any incidents.
• Effectively manage large amounts of calls and emails.
• Identify and assess customers' needs to achieve satisfaction.
• Provide accurate, valid, and complete information by using the right methods and tools in a timely fashion.
• Handle complaints and provide appropriate solutions within time limits and follow up to ensure resolution.
• Be Proactive in approach to determine preventative measures and early warning mechanisms to reduce customer issues/escalations.
• Follow communication procedures, guidelines, and policies and adhere to the SOPs.
• Provide timely feedback to the Company regarding service issues, bug issues, or Customer concerns.
• Perform fallout & impact analysis, ensure recovery of impacted transactions in a timely fashion, and provide business impact reports for Production incidents.
• Liaise with other teams to make sure that E2open’s clients are getting the best service possible.
• Be a voice for accounts internally and help Management understand product concerns, shortcomings, and missing features.
• Document technical solutions and knowledge base.
• Provide on-call support as part of a global team.
• Weekly Timesheet compliance. Ensure work time is tracked in the tool that is provided by E2open.
• Follow instructions specified by Team Lead / Team Manager.

You will join a highly talented, successful, and respected group of leading Platform Engineers in the field of B2B and Enterprise Supply Chain Software Companies.

Desired Skills and Experience

• Bachelor’s degree in computer science, or equivalent.
• At least 2 years of experience in the IT industry.
• Ability to troubleshoot and solve complex problems.
• Proficient in UNIX.
• Knowledge of software development lifecycle (SDLC), Agile Methodology
• Basic understanding of SQL.
• Demonstrated ability to take initiative, prioritize and manage time, and meet aggressive deadlines.
• Attention to detail and ability to troubleshoot and provide feedback and solutions.
• Excellent verbal and written communication skills.
• Must be able to work well both in a team environment and independently under minimal supervision.
• Ability and willingness to learn new technologies, and on own initiative.

Preferred (Optional) Skills:

• Knowledge of EDI messages.
• Experience with at least one programming language.