Scope:
- Deliver flawless application support to BY customers by resolving complex solution issues.
- Drive resolution of escalated and complex solution issues in collaboration with multiple BY 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 setting:
- Demonstrates strong 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.
- Troubleshooting Application issues
- Demonstrates solid 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
- Databases – Oracle / SQL Server





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 resolving all cases for global customers, adhering to defined SLA’s
- Documenting learnings and creating knowledge articles for repeated cases
- Replicating and maintaining customer environments
- Maintaining knowledge of customer solutions 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 s

📌 Sr Support Engineer 1 (Coimbatore)
🏢 Blue Yonder
📍 Coimbatore