Expert Support Engineer

Blue Yonder Title:

• Expert Support Engineer

Other Comparable titles:

• Product Specialist, Techno - Functional Architect
   

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, Java, GIT, Rest API, OAuth
• Cloud Architecture: : MS Azure (ARM templates, AKS, Application gateway, Virtue Networks, Event Hub, Azure AD)
• Application Architecture: Scalable, Resilient, event driven, secure multi-tenant Microservices architecture.
• Frameworks/Others: Kubernetes, Kafka, Elasticsearch, Spark, NOSQL, RDBMS, Springboot, Gradle GIT, Ignite

What you’ll do:

• BY TMS Expert Support Engineer will be responsible to work with global technical and functional teams under various customer engagements.
• Individual will work with region customers/stakeholders to understand the request, support our designed products / solutions to efficiently satisfy business requirements, while balancing complexity to ensure processes are supportable and meet customer satisfaction.
• Individual to gather and understand the technical reported issues/problems and drive towards solutions and fixes, adhering to defined SLAs (Service Level Agreements).
• Document learnings and create knowledge articles for repeated cases.
• Replicate and maintain customer environments. 
• Maintain knowledge of customer solution architecture and integration points
• Maintain sense of urgency and swiftness with all customer interactions
• Improve Customer Satisfaction by providing quality and timely solutions to reported issues and follow-up until closure.
• Interact with internal and external stakeholders and reports to management.
• Identify areas of improvement and scope of automation on routine tasks or activities
• Individuals should be passionate about working with new technologies and products.
• Demonstrate ability to learn quickly, have good interpersonal & communication skills– verbal and written.
• Drive architecture and designs to become simpler, more robust, and more efficient.
• Confidently represents product and portfolio, including vision and functional and technical roadmaps, within the company and, when necessary, to strategic customers

What we are looking for:

• Bachelor’s degree (STEM preferred) and minimum 6 to 9 years of experience in Application Support and Implementation; ideally a candidate had experience of supporting enterprise applications and aware of Architecture, Basics of Integration, Apache /IIS and working on the technical support, within the last 3 to 4 years minimum.

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 & Equality (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.