Scope:
Deliver flawless application support to Blue Yonder customers by resolving complex solution issues.
Drive resolution of escalated and complex solution issues in collaboration with multiple Blue Yonder 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 solid technical expertise as required to support concerned solution, for e.g.,
- DBMS (ex: SQL, Oracle) for application support; writing, reviewing, and im proving 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
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 resolve all cases for global customers, adhering to defined SLA’s
Documenting learnings and create knowledge articles for repeated cases
Replicating and maintain customer environments
Maintaining knowledge of customer solution 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
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📌 Support Engineer 2 (India)
🏢 Blue Yonder
📍 India