Support Engineer 2 - Application Support, Oracle SQL, PLSQL, Unix/Linux, Windows, Shell Scripting

Blue Yonder; Coimbatore District; On-site; INR 550,000 - 750,000; Full time

Job summary

Blue Yonder seeks a Customer Support Engineer to own and resolve customer adoption and consumption issues within our SaaS platform. You will work closely with Product Development to address customer needs and ensure a smooth go-live experience.

The role requires 2–4 years in customer-facing IT support, strong communication, and knowledge of ERP systems and SQL scripting. ITIL familiarity is a plus, with on-site shifts and weekend on-call rotations in India.

Qualifications

• 2–4 years of corporate experience in customer-facing roles as a consultant in Application/Production support.
• Immediate joiners preferred; supply chain/SaaS exposure is a plus.
• Strong knowledge of operating systems, ERP, integration and middleware.
• SQL Server / MS SQL scripting and basics of Object-Oriented Programming (OOP).
• ITIL certification is preferred.

Responsibilities

• Be part of Solution transition to Support.
• Resolve adoption and consumption issues with Product Development.
• Work with Product Development for generic requirements and future product state.
• Understand BY’s product suite and touchpoints; communicate with customers.
• Maintain quality service including communication, resolutions, and case content.
• Ensure SLA adherence and knowledge base quality.
• Work in shifts; be On-Call over weekends on rotation.
• Utilize ServiceNow and JIRA to expedite case resolution.

Skills

Customer facing experience

Communication skills

Problem solving

Team collaboration

Education

Bachelor's degree in Computer Science or Engineering

Tools

ServiceNow

JIRA

Job description

Scope

Core responsibilities is required to:- Provide excellent customer experience and solution support to BY customers with end-to-end ownership, proactive and innovative approach- Plan and execute implementation of high service quality through continuous improvements in the operational processes by regular tracking of operational metrics and leveraging lean methodology, automation etc.- Own Tier 2/3 customer solution as required, enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption and adoption of the service-- Consistently demonstrate customer centricity and relentless attitude to innovate through positive teamwork beyond his/her team- Build and demonstrate high competency in product and domain, Azure & relevant tools and technologies, solution architecture etc.

Scope

Core responsibilities is required to:- Provide excellent customer experience and solution support to BY customers with end-to-end ownership, proactive and innovative approach- Plan and execute implementation of high service quality through continuous improvements in the operational processes by regular tracking of operational metrics and leveraging lean methodology, automation etc.- Own Tier 2/3 customer solution as required, enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption and adoption of the service-- Consistently demonstrate customer centricity and relentless attitude to innovate through positive teamwork beyond his/her team- Build and demonstrate high competency in product and domain, Azure & relevant tools and technologies, solution architecture etc.

Our Current Technical Environment

• Webservers IIS, Tomcat
• Cloud Architecture: MS Azure (Application gateway, Virtue Networks, Event Hub, Azure AD)
• Frameworks/Others: SQL, RDBMS, ASP.Net, Java, Python

What You’ll Do

• Be part of Solution transition to Support
• Work with Product Development in order to resolve customer adoption and consumption issues.
• Work with Product Development in cases where customer’s requirements are generic and is a good fit for the products future state.
• Understanding of Database structures. Understanding of various functional platforms and infrastructures.
• Understands BY’s product suite to convey relationships and touchpoints to the customer.
• Responsible for the quality service, including communication, resolutions, and case content.
• Maintain customer satisfaction - level of service, monitor SLA compliance
• Ensures quantity and quality content in the Knowledgebase. Create knowledge base articles for recurring issues.
• Manages the day-to-day team activities to ensuring adherence of operational guidelines.
• Adherence to department and company operational guidelines, meet organization and personal goals.
• Work in shifts on rotation basis. Be On-Call over weekends on rotation basis
• Expertly utilizes support tools (ServiceNow JIRA.) to expedite case resolution
• Provides functional and/or technical support during a customer’s product implementation and "go-live" periods.
• Understands business features and functionality to be provided by the product.
• Works in a cross-functional capacity to support quality design, development and testing.
• Should be able to investigate all angles and identifies the root cause to solve a variety of problems. Proactively evaluates and promotes the same outlook in the team
• Proactively strives to add value to the service delivered keeping in mind the underlying customer’s needs. Is aware of the financial implications of his/her actions and act appropriately
• Is aware of the potential of his team and supports team to develop new skills. Resolves conflicts effectively and delegates effectively.
• Plans and co-ordinates routine activities and also does contingency planning.
• Liaisons and networks with stakeholders outside the immediate team to facilitate team or business objectives. Encourages an atmosphere where teamwork thrives
• Willing to learn new things and take on challenges provided with positive outlook. Look forward for every new opportunity as learning opportunity

What We Are Looking For

• Bachelor's degree (or equivalent) in Computer Science or Engineering or other relevant discipline.
• 2-4 years of corporate experience in customer facing roles as a consultant in Application/Production support
• Immediate Joiners Preferred
• Supply chain/SaaS exposure preferred
• Ability to resolve complex problems with minimal guidance.
• Excellent computer skills with in-depth knowledge of operating systems, client/server technology, ERP systems, Integration and Middleware technologies and applications
• Good communication skills
• Experience in IT support
• Collaboration across different regions/teams
• Zeal for continuous improvement/Innovation
• Align to the values, priorities, and culture of the organization
• OOPS / Object oriented programming concepts
• SQL Server / MS SQL scripting
• PowerShell Scripting
• Good knowledge on relational database concepts
• Fundamentals of Object-Oriented Programming
• ITIL certification

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.