We are a leading SaaS and AI-driven Global Supply Chain Solutions software product company and Glass Door's Best Places to Work.

The only company recognized as a Leader in 3 2021 Gartner Magic Quadrant reports covering supply chain planning solutions, transportation management systems, and warehouse management systems.

Our Current Technical Environment.

Software : Unix, Any scripting language, WMS application (Any), PL/SQL, API, MOCA.

Future Software - Kafka, Stratosphere, Microservices, Java.

Application Architecture : Native SaaS, Cognitive.

Cloud Architecture : Private cloud, MS Azure (ARM templates, AKS, HD insight, Application gateway, Virtue Networks, Event Hub, Azure AD).

What Will You 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 :

- Customer Issue Resolution : Understand customer-raised issues, especially in Cloud/SaaS environments, and take appropriate actions to resolve them.

- 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 :

- Educational Background : Bachelors degree (STEM preferred) with a minimum of 8 to 11 years of experience.

- Team Experience : Experience in working as a team.

- Skills : Good communication and strong analytical skills.

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

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

- 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.

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.