Support Engineer

Scope 

Ability to log and respond to customer support requests via phone, e-mail, and web interface. Act as product technical liaison between support and development teams. Communicate technical product and solution expertise to internal and external customer. Exhibit a commitment to customer service while building customer partnerships. Expertly utilize support tools (WebEx, BYAnalyze etc) to expedite case resolution. Follow operational guidelines for interacting with other associates. Fully document all case interactions and author Knowledge Base solutions. Provide updates and case statuses to customers and management. Successfully understand and triage customer issues, conducting any necessary technical research (code review, database queries, traces, debug, etc) or team collaboration. Use customer service, communication and problem-solving skills to solve inquiries from Blue Yonder customers. Work as a support team member utilizing technical skills and product expertise helping to resolving customer product issues. 

What you will do 

• Ability to log and respond to customer support requests via phone, e-mail, and web interface.
• Act as product technical liaison between support and development teams. Communicate technical product and solution expertise to internal and external customer.
• Exhibit a commitment to customer service while building customer partnerships.
• Expertly utilize support tools (WebEx, BYAnalyze etc) to expedite case resolution.
• Follow operational guidelines for interacting with other associates.
• Fully document all case interactions and author Knowledge Base solutions.
• Provide updates and case statuses to customers and management.
• Successfully understand and triage customer issues, conducting any necessary technical research (code review, database queries, traces, debug, etc) or team collaboration.
• Use customer service, communication and problem-solving skills to solve inquiries from Blue Yonder customers.
• Work as a support team member utilizing technical skills and product expertise helping to resolving customer product issues.

What we are looking for: 

• 1.L1 Support role. Experience of 3-5 years needed.
• 2. Demonstrates basic 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.
• 3. Demonstrates basic expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk.
• 4. Scripting expertise for Automation( Linux/Python).
• 5. Basic understanding of solution architecture relevant for concerned solution.
• 6. Basic skills on architecture framework, tools and technologies relevant for concerned solution, for e.g., - Webservers (ex: IIS, Tomcat)
• 7. Basic understanding of Azure concepts.
• 8. Basic capability in cloud operational activities as per the requirements.
• 9. Basic capability in application performance engineering skills

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

Diversity, Inclusion, Value & Equity (DIVE) is our strategy for fostering an inclusive environment we can be proud of. Check out Blue Yonder's inaugural Diversity Report which outlines our commitment to change, and our video celebrating the differences in all of us in the words of some of our associates from around the world.

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.