Support Engineer - Cloud Applications and SaaS

Support Engineer 1 - TMS Blue Yonder Title: • Support Engineer 1 (Cloud Applications /SaaS) Other Comparable titles: • Techno-Functional Support Analyst Overview: • Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor’s “Best Places to Work” • Seeking an astute individual that has a strong techno-functional foundation with strong Application Support Experience in TMS or Supply Chain Domain. Scope: • Deliver flawless application support to Blue Yonder customers by resolving complex solution issues • Work on resolution of solution issues in collaboration with multiple Blue Yonder and customer stakeholders. • Deepen competency on end to end solution architecture, performance engineering and relevant SaaS tools OR business processes and industry domain • Own customer solution and enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption and adoption of the service. • Use SaaS tools like Appd and Splunk, to provide faster resolution to solution issues. Our current technical environment: i. Demonstrates strong technical expertise as required to support concerned solution, for e.g., - DBMS (ex: SQL, Oracle) for application support; writing, reviewing, and improving queries, procedures etc. - Code debugging - Platform support engineering (ex: API and/or Mulesoft integration troubleshooting) - Troubleshooting Mobile application issues ii. Demonstrates strong expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.: - to monitor application health and to investigate application issues. - to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues What you’ll do: - Delivers excellent customer experience by - driving resolution of customer issues of high complexity and criticality including non-functional / performance related issues. - provides direction and inputs for Root Cause analysis and proposes prevention ideas. - Proactively implements “Advanced Quality Prevention” quality plans including but not limited to - regular and proactive solution health monitoring process, tools and procedures - validation frameworks post application patching, upgrades and maintenance - Assist in resolution of escalated and complex issues in collaboration with multiple Blue Yonder and customer stakeholders. - Monitor and correct solution performance, stability, and sizing during customer roll-out phase - Demonstrate high competency in end to end solution architecture, performance engineering and relevant SaaS tools and technologies OR business processes and industry domain What we are looking for: • Bachelor’s degree (STEM preferred) and minimum 7+ years of experience in Customer Support or Product Support • Strong Supply Chain domain experience • Transportation/Logistics Knowledge Preferable • Possess Strong Techno-Functional Expertise • Tech Savvy able to adapt to any technology faster • Experience of managing ERP products is preferred • ITIL Certification • Demonstrable experience, thorough knowledge, and interests in Cloud native architecture, Distributed micro-services, Multi-tenant SaaS solution and Cloud Scalability, performance and High availability • Experience with varied tools such as AppD & Splunk Behavioral: • Demonstrates enhanced Customer communication & situation management skills. • Demonstrates balance between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products). • Possesses strong sense of urgency from both Customer and company perspective, defines priorities. • Global representatives for key initiatives and projects • Inspires others by demonstrating service mindset through consistently displaying customer centricity and ownership. • Proactively seeks 360 degree performance feedback. Works on self-development opportunities to achieve a holistic personal and professional development, continuously improves mentoring skills to help others. • Consistently keeps himself/herself up to date with learning opportunities to self develop his/her career path. 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 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. Experience Level Senior Level