Sr Support Engineer - Application Support/Azure/GenAI/ML

Blue Yonder; Coimbatore District; Hybrid; INR 8,00,000 - 12,00,000; Full time

Job summary

A technology solutions company is seeking a Customer Support Professional in Coimbatore to deliver excellent support by resolving complex customer issues. The ideal candidate will have a Bachelor's degree and 5-8 years of experience, ideally with cloud platforms and software troubleshooting. Responsibilities include driving issue resolution and mentoring junior engineers. This role requires collaboration with various stakeholders, ensuring high customer satisfaction and solution performance.

Qualifications

• Minimum 5 to 8 years of experience in Customer Support or Product Support.
• Experience with cloud platforms like Azure, AWS, or GCP.
• Basic SQL knowledge for issue tracing.

Responsibilities

• Deliver excellent customer experience and resolve high complexity issues.
• Drive resolution of escalated issues in collaboration with stakeholders.
• Mentor Support Engineers and deliver product/technical trainings.

Skills

Customer Support Experience

Java/.net Application Troubleshooting

Scripting Languages

Monitoring & Logging Tools

Understanding of Generative AI

Education

Bachelor’s degree (STEM preferred)

Tools

ServiceNow

JIRA

Splunk

AppDynamics

Job description

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:

• Bachelor’s 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