Blue Yonder - Senior Support Engineer I - Java

About the job :

Scope :

- Deliver flawless application support to BY customers by resolving complex solution issues

- Drive, as a lead SME, the resolution of escalated and complex solution issues in collaboration with multiple BY and customer stakeholders.

- Implement Advanced Quality Prevention plans to improve solution and service reliability

- 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 an increase in customer satisfaction, consumption and adoption of the service

- Engage early in customer implementation projects to provide solution design and architecture inputs from operability and reliability perspectives and to ensure seamless delivery continuum into Operate through phased go-lives.

- Act as a Senior solution SME providing mentorship to Support Engineers, delivering product/technical training and supporting in improving the capability and delivery quality of the team.

- Adopt AI into day-to-day operations

What Youll 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.

- guides/assists team members to resolve medium complexity issues.

- 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

- Guides the team to plan and implement early detection and resolution as well as outflow and recurrence prevention quality strategies

- Drives/leads resolution of escalated and complex issues in collaboration with multiple BY and customer stakeholders.

- Keeps a track of adoption and consumption numbers and analyzing the trends and providing inputs for improvement.

- Owns solution for customers.

- Positively and proactively collaborates with TAM to drive CSM to support plans to improve SAAS consumption, adoption, and business value

- Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership, engagement, and pro-activeness

- Monitor and correct solution performance, stability, and sizing during customer roll-out phase

- Early engagement in customer implementation projects including agile/multi-sprint projects

- to provide inputs during project phases to improve scalability, reliability, operability, and profitability of solution

- to gain very good understanding of customer business process, solution, and architecture

- to ensure seamless delivery continuum into Operate through phased go-lives.

- demonstrate high competency in end to end solution architecture, performance engineering and relevant SaaS tools and technologies OR business processes and industry domain

- act as Senior Subject Matter Expert providing mentorship to Support Engineers, delivers product/technical trainings and as JIRA Gatekeeper to review and prevent inflow of WAD JIRA to PD.

What We Are Looking For :

- Bachelors degree (STEM preferred) and minimum 5 to 8 years of experience in Customer Support or Product Support

- OS & Platform : Windows Server (2012/2016/2019), Azure/AWS/GCP or any OnPrem Data centers

- Java/.net Application Troubleshooting : Log analysis, exception tracing, thread/heap dumps

- Web & App Servers : Apache Tomcat, WebLogic, IIS etc

- Scripting : PowerShell, Python or any scripting language

- Databases : SQL Server, Oracle basic SQL for issue tracing

- Networking Basics : Ports, firewalls, load balancer flow understanding

- Monitoring & Logging Tools : Splunk, AppDynamics or any relevant tools

- ITSM & Ticketing : ServiceNow, JIRA

- Experience with Splunk for log monitoring and alert setup

- Familiarity with AppDynamics or similar APM tools for performance troubleshooting

- Azure Basic/Administrator certification or hands-on cloud admin experience

- Understanding of Generative AI concepts and tools (e.g.- , GitHub Copilot)

- Exposure to microservices, REST APIs, JSON/XML

- Experience in applying AI-powered analytics tools for operations performance monitoring and forecasting.

- Exposure to AI-based process automation to streamline repetitive tasks and improve efficiency.

- Familiarity with Generative AI tools for documentation, reporting, and knowledge management.