Customer Support Engineer

Support Engineer 1 Key Responsibilities: Customer Support Excellence: Provide exceptional customer experience and solution support to Blue Yonder customers with full ownership. Collaborate passionately within and beyond the team, demonstrating empathy. Build and showcase basic competency in Azure, relevant tools and technologies, product knowledge, domain expertise, and solution architecture. Consistently exhibit customer-centricity and a relentless attitude towards innovation through teamwork. Add value by developing knowledge articles and working on operational improvements. Seamless Application Support to Blue Yonder Customers: Deliver outstanding customer experience by resolving issues of moderate complexity with end-to-end ownership. Resolve internal alert cases generated by Blue Yonder internal tools. Actively engage in application health monitoring using M&D tools. Attend case quality training and ensure adherence to SLA/SLO and quality practices. Achieve customer satisfaction through ownership, engagement, and proactiveness. Proactively seek guidance and commit to improving service quality. Expected to work in shifts and provide out-of-hours support to facilitate 24x7 customer support. Communication and Collaboration: Communicate effectively (both verbal and written) with customers. Collaborate respectfully and passionately with various Blue Yonder teams and partners. Display professionalism and empathy during internal and external conversations, appreciating cultural differences. Competency Development and Demonstration: Technical: Demonstrate basic technical expertise required to support the solution, including: DBMS (e.g., SQL, Oracle) for application support, including writing and improving queries and procedures. Code debugging in relevant programming languages. Platform support engineering (e.g., API and/or Mulesoft integration troubleshooting). Troubleshooting mobile application issues. Demonstrate basic expertise in contemporary SaaS technical toolsets (e.g., AppDynamics, Splunk) to monitor application health and investigate issues, as well as analyze trends to reduce recurring high-impact issues. Product and Domain: Attend product boot camps to learn standard product features for resolving non-complex issues. Acquire basic domain knowledge to understand customer business processes. Solution Architecture: Possess a combination of skills relevant to the concerned solution, including: Basic understanding of solution architecture, including client-server and database layers, load balancers, and middleware. Integration with external devices/systems and data flows. Identity and Access Management (e.g., Native, OAUTH, SSO). Basic skills on architecture frameworks and tools (e.g., web servers like IIS, Tomcat; operating system frameworks; relevant scripting languages). Basic understanding of Azure concepts relevant to the solution (e.g., native SaaS or containerized applications, Kubernetes, Azure deployment models). Basic capability in cloud operational activities, including application deployment, troubleshooting, and health monitoring. Basic capability in application performance engineering skills, including DB health analysis and executing KPI-based proactive performance reviews. Behavioral: Develop a service mindset by consistently displaying customer-centricity and ownership. Seek regular performance feedback and work on self-development. Proactively identify learning opportunities. Value Addition: Contribute to Knowledge Centered Support (KCS) by: Creating quality articles with minimal guidance from leads or mentors. Leveraging existing articles to provide faster resolutions to solution issues. Identify opportunities for operational improvements (e.g., automation, process changes) and collaborating with team members to implement and operationalize these improvements. 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.