Scope:

- Deliver flawless application onboarding service to BY customers by ensuring quality in implementation support.
- Drive, as a lead SME for BY Customer delivering their WMS Environments and providing support during their onboarding journey.
- Engage early in customer implementation projects to provide solution design and architecture inputs from operability and reliability perspectives and to ensure seamless delivery continuum into Operate through phased go-lives.
- Understanding the Application Landscape of the customer and ensuring the application deployment is done.
- Implement "Advanced Quality Prevention" plans to improve solution and service reliability.
- Deepen competency on end to end solution architecture, performance engineering and relevant SaaS tools OR business processes and industry domain.
- Own customer solution and enhance solution stability and service quality eventually enabling increase in customer satisfaction, consumption and adoption of the service during the first installation as well.
- Act as a Senior solution SME providing mentorship to Technical Architects and Consultants, delivering product/technical training and supporting in improving capability and delivery quality of the team.
- Adopt AI into day-to-day operations.

What will you 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 input during project phases to improve scalability, reliability, operability, and profitability of solutions.
- To gain very positive understanding of customer business processes, 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 6 to 8 years of experience in Customer Support or Product Support.
- Immediate Joiner Preferred.
- Customer facing experience a must.
- Strong hand-on experience in Application Support, SQL DB, Cloud Technologies, Unix/Linux, Scripting, App/DB Migration activities.
- WMS Implementation and Installation Knowledge.
- Strong Supply Chain domain experience.
- Warehouse Management System Knowledge Preferable.
- Possess Strong Techno-Functional Expertise.
- Tech Savvy able to adapt to any technology faster.
- Provide technical and solution leadership during Critical/Major issues.
- ITIL, Azure Certification.
- Demonstrable experience, thorough knowledge, and interests in Cloud native architecture, Distributed micro-services, Multi-tenant SaaS solution and Cloud Scalability, performance and High availability.
- Experience with API management platforms & providing / consuming RESTful APIs.
- Experience with varied tools such as AppD & Splunk.
- Experience handling a team is a plus.

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.

Locations

- IND - Coimbatore (708)

📌 Sr Support Engineer 1 - Azure/Aws, SQL, Application Support, Unix Shell Scripting, ITIL,/ (Coimbatore)
🏢 Blue Yonder
📍 Coimbatore