Blue Yonder - Support Engineer - PL-SQL/Shell Scripting

What You Will Do

- Support Engagements: Work with global technical and functional teams to support various customer engagements.

- Customer Interaction: Understand customer requests, support designed products/solutions to meet business requirements, and ensure high customer satisfaction.

- Issue Resolution: Address and resolve technical issues adhering to SLAs, document learnings, and create knowledge articles.

- Environment Management: Replicate and maintain customer environments and knowledge of customer solution architecture and integration points.

- Customer Satisfaction: Provide quality and timely solutions to improve customer satisfaction and follow-up until closure.

- Stakeholder Interaction: Interact with internal and external stakeholders and report to management.

- Process Improvement: Identify areas for improvement and automation in routine tasks.

- Continuous Learning: Stay updated with new technologies and products, demonstrate quick learning

ability, and maintain good interpersonal and communication skills.

- Architecture Simplification: Drive simpler, more robust, and efficient architecture and designs.

- Product Representation: Confidently represent product and portfolio, including vision and technical roadmaps, within the company and to strategic customers when necessary.

Detailed Responsibilities

- Code Review: Review product source code or design documents as necessary.

- Case Management: Own and resolve all cases for global customers, adhering to defined SLAs.

- Knowledge Sharing: Document learnings and create knowledge articles for repeated cases.

- Environment Replication: Replicate and maintain customer environments.

- Solution Knowledge: Maintain knowledge of customer solutions and customizations.

- Urgency in Interaction: Demonstrate a sense of urgency and swiftness in all customer interactions.

- Techno-Functional Point of Contact: Act as the techno-functional POC for all cases, ensuring timely triage and assignment.

- Global Collaboration: Utilize instant messenger and other tools to collaborate globally.

- Shift Work: Work in rotational shifts and be flexible with timings.

- Goal Achievement: Meet organizational and team-level goals.

- Customer Satisfaction: Improve customer satisfaction by providing quality and timely solutions and follow-up until case closure.

- Process Automation: Identify areas for improvement and scope for automation in routine tasks or activities.

- Team Player: Help in meeting team-level goals and be a team player.

What We Are Looking For

- Team Experience: Experience in working as a team.

- Skills: Good communication and strong analytical skills.

- Domain Knowledge: Fair understanding of the TMS/ Supply Chain domain.

- Technical Proficiency: Experience in working with SQL/Oracle DB complex queries.

- Support Engineering Experience: Experience in support engineering roles.

- Techno-Functional Expertise: Possess strong techno-functional expertise.

- Tech Savviness: Ability to adapt to any technology quickly.

- Critical Issue Support: Provide technical and solution support during critical/major issues.

- Tool Experience: Experience with varied tools such as AppDynamics, Splunk, and ServiceNow.

- Shift Flexibility: Flexible to work in shift timings:

Shift 1: 6 am to 3 pm

Shift 2: 2 pm to 11 pm

Shift 3: 10 pm to 7 am