Blue Yonder Title:
- Sr Support Engineer 2 (Cloud Applications/ Transportation Manager/SaaS)
Overview:
- Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor's "Best Places to Work"
- Blue Yonder's Sr Support Engineer will be responsible to work with global functional & technical teams under various customer engagements to gather and understand the technical / functional reported issues/problems and drive towards solutions and fixes. Individual will work with regional customers/stakeholders to rollout, support our designed products / solutions to efficiently satisfy business requirements, while balancing complexity to ensure processes are supportable and meet customer satisfaction. After an individual attains expertise with the domain, solution and technology, the associate will have an option to work on customer projects in consulting roles (Deploy) as well
Scope:
- Core responsibilities to include Architecting and designing (along with counterparts and distinguished Architects) a ground up cloud native (we use Azure) SaaS product in Order management and micro-fulfillment
- The team currently comprises of 60+ global associates across US, India (COE) and UK and is expected to grow rapidly. The incumbent will need to have leadership qualities to also mentor junior and mid-level software associates in our team
What you´ll do/Knowledge Required:
- Provide excellent customer experience and solution support to BY customers with end-to-end ownership, proactive and innovative approach.
- Plan and execute implementation of high service quality through continuous improvements in the operational processes by regular tracking of operational metrics and leveraging lean methodology, automation etc.
- Own Tier 1 customer solution as required, enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption and adoption of the service.
- Early engagement in Tier 1 customer implementation projects to ensure seamless delivery continuum into Operate through phased go-lives.
- Act as Subject Matter Expert providing mentorship to Support Engineers, delivers product/technical trainings and JIRA Gatekeeper to review and prevent inflow of WAD JIRA to PD.
- Consistently demonstrate customer centricity and relentless attitude to innovate through positive teamwork beyond his/her team
- build and demonstrate high competency in product and domain, Azure & relevant tools and technologies, solution architecture etc.
a) Excellent customer experience and solution support to BY Customers with innovative/proactive approach and customer value creation
- 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.
- Owns customer solution for Tier 1 customers.
- 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 pro-activeness
- 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 by Proactively and regularly reviewing metrics, analyzing trends, drawing conclusions and presenting/executing improvement plans by planning processes/solutions to enable early detection and resolution as well as outflow and recurrence prevention of incidents
- Continuously improving and implementing M&D practices and procedures
- Expected to work in shifts and provide OOH support to facilitate 24x7 customer support
b) Communication and Collaboration
- Communicates (verbal and written) effectively with customers and BY stakeholders, pro-actively guides team members to communicate and influence customer positively
- Collaborates relentlessly, passionately and respectfully with various BY teams and partners, provides guidance on collaboration challenges
- Leads by example demonstrating professionalism, empathy and assertiveness in internal and external conversations. Understands cultural differences and diversity and help others live BY values
- Balances between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products)
c) Competency development and demonstration
- Technical:
Demonstrates high technical expertise as required to support concerned solution, for e.g.,
- Code debugging
- Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)
- Demonstrates high expe
