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 workplace:

• 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 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
• 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

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