.Scope:The Senior Support Engineer II is 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.What you'll do:A) Excellent customer experience and solution support to BY Customers with innovative/proactive approach and customer value creation:Resolve customer issues of high complexity on BY WMS system and deliver excellent customer experience.Own customer solution for Tier 1/2 customers and engage in early implementation projects.Collaborate positively with TAM and support consumption/adoption improvement plans.Achieve high customer satisfaction and make positive impact on NPS scores.Ensure adherence to SLA/SLO, quality standards and practices.Champion high quality of service/operations and continuous improvement within the team.Implement monitoring and diagnostics practices and procedures using applicable Monitoring & Diagnostic (M&D) tools.Provide Out of Office (OOH) support and work in shifts to facilitate the Company's 24x7 customer support.B) Communication and Collaboration:Communicate (verbal and written) effectively with customers and BY stakeholders.Collaborate relentlessly, passionately, and respectfully with various BY teams and partners.Lead by example demonstrating professionalism, empathy, and assertiveness in internal and external conversations.Understand cultural differences and diversity and help others live BY values.Balance between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products).C) Competency development and demonstration:Demonstrate high technical expertise in relevant contemporary and up-to-date SaaS technical toolsets.Develop a good knowledge of BY WMS product features and functionalities.Possess moderate knowledge of relevant industry domain and business processes of our customers.Demonstrate moderate capability to hold constructive conversations with customers in relation to business process impact and workarounds during issue resolution.Understand SAAS consumption, adoption, and business value KPIs related for a given BY solution.Possess an appropriate combination of one or more following skills: good understanding of solution architecture relevant for a given BY solution, good skills on architecture framework, tools, and technologies relevant for a given BY solution, and good understanding of Azure technologies, relevant for a given BY solution.What we're looking for:Bachelor's degree in computer science, Engineering, or related field.5+ years of experience in a technical support role or similar customer-facing role.Knowledge of BY WMS product (functional and technical)