Sr Support Engineer 1 - BY TMS/Transportation Management, SQL, Application Support (Immediate Joiners Preferred)

Blue Yonder; Hyderabad; On-site; INR 1,400,000 - 2,800,000; Full time

Job summary

Blue Yonder in Hyderabad is seeking a seasoned application support professional to resolve complex solution issues for BY customers. You will own cases from opening to closure, collaborate with global stakeholders, and ensure timely resolution under defined SLAs.

You will deepen end-to-end solution architecture knowledge, leverage SaaS tools like AppDynamics and Splunk, and contribute to knowledge articles to improve service quality and customer satisfaction.

Qualifications

• Bachelor’s degree in STEM (or equivalent) is required.
• Strong DBMS skills with hands-on SQL/Oracle experience.
• Excellent communication and analytical skills are essential.
• Experience handling issues within SLA and customer-facing support.
• Blue Yonder TMS knowledge or basic supply chain domain knowledge is preferred.
• Fluent communication with customers and stakeholders is expected.
• Techno-functional expertise and fast adaptation to new tech are valued.
• Knowledge of APIs, integrations, or EDI concepts is a plus.
• Experience with AppDynamics, Splunk, and SNOW is beneficial.
• Be a team player and willing to work in a 24x7 shift model.

Responsibilities

• Understand customer raised issues and take appropriate actions to resolve Cloud / SaaS problems.
• Review the product source code or design document as necessary.
• Own and resolve all cases for global customers, adhering to defined SLA’s.
• Document learnings and create knowledge articles for repeated cases.
• Replicating and maintaining customer environments.
• Maintaining knowledge of customer solutions and customization.
• Demonstrating urgency and swiftness in all customer interactions.
• Operate as Techno-functional POC and ensure timely triage and assignment.
• Collaborate using instant messenger and other tools to work globally.
• Work in shifts and be flexible with timings.
• Meet organization and team level goals.
• Improve customer satisfaction with timely solutions and follow-up until closure.
• Identify automation opportunities on routine tasks.

Skills

SQL/Oracle DBMS

Communication skills

Analytical skills

APIs & EDI basics

Techno-functional expertise

AppDynamics

Splunk

SNOW

Education

Bachelor's degree in STEM

Tools

AppDynamics

Splunk

SNOW

Oracle

SQL Server

Job description

• Deliver flawless application support to BY customers by resolving complex solution issues.
• Drive resolution of escalated and complex solution issues in collaboration with multiple BY and customer stakeholders.
• Deepen competency on end-to-end solution architecture 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.

Scope

• Deliver flawless application support to BY customers by resolving complex solution issues.
• Drive resolution of escalated and complex solution issues in collaboration with multiple BY and customer stakeholders.
• Deepen competency on end-to-end solution architecture 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.

Our Current Technical Environment

• 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.
• Troubleshooting Application issues
• 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
• Databases – Oracle / SQL Server

What You’ll Do

Delivers excellent customer experience by

• Understanding customer raised issues and take appropriate actions to resolve the same – Cloud /SaaS
• Reviewing the product source code or design document as necessary
• Owning and resolving all cases for global customers, adhering to defined SLA’s
• Documenting learnings and creating knowledge articles for repeated cases
• Replicating and maintaining customer environments
• Maintaining knowledge of customer solutions and customization
• Demonstrating sense of urgency and swiftness with all customer interactions
• Acting as Techno-functional POC for all cases and ensure timely triage and assignment
• Utilizing instant messenger and other tools to collaborate globally
• Working in shifts and being flexible with the timings
• Meeting organization and team level goals
• Improving Customer Satisfaction by providing quality and timely solutions to reported issues and follow-up until case closure
• Identifying areas of improvement and scope of automation on routine tasks or activities
• Helping in meeting team level goals and being a team player

What We Are Looking For

• Bachelor’s degree (STEM preferred) and minimum 5 to 7 years.
• Strong DBMS (ex: SQL, Oracle) skill set with at least 3-4 years hands on.
• Good Communication and Strong Analytical Skills
• Person with prior support experience with fair knowledge on handling issues within SLA’s
• Preferably Blue Yonder TMS knowledge, Platform knowledge else basic Supply Chain domain experience
• Person who can communicate flawless with Customer and other stakeholders.
• Possess Strong Techno-Functional Expertise
• Tech Savvy able to adapt to any technology faster.
• Basic understanding of APIs, integrations, or EDI concepts preferred.
• Experience with varied tools such as AppD & Splunk, SNOW
• Good Team Player.
• This role operates within a 24x7 shift-based support model.
• Associates in rotational shifts (including early/late shifts as applicable) is required.
• Participation in weekend on-call rotations and high-severity incident support outside standard business hours is mandatory.
• Availability during critical production outages and major incidents is expected to ensure service continuity.

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.