IN-Sr Support Engineer 1

• This position is required to:
• - provide excellent customer experience and solution support to Blue Yonder customers with ownership, proactive and innovative approach
• - Own Tier 2 solution as required, enhance solution stability and service quality eventually enabling increase in customer consumption and adoption of the service
• - passionately collaborates and engages within and beyond his/her team with empathy
• - builds and demonstrates moderate competency in product and domain, Azure & relevant tools and technologies, solution architecture etc.
• - consistently demonstrates customer centricity and relentless attitude to innovate through team work
• - add value by developing knowledge article as well as working on operational improvements

• a) Excellent customer experience and solution support to Blue Yonder Customers with innovative approach
• - Delivers excellent customer experience by resolving solution cases (both customer and system created) mostly of moderate complexity.
• - Owns customer solution for Tier 2 customers. Consistently achieves high customer satisfaction by displaying end-to-end ownership, engagement and pro-activeness.
• - Actively engages in application health monitoring using M&D tools
• - Attends case quality training and ensures adherence to SLA/SLO and quality practices
• - Identifies and implements opportunities for early detection and resolution of incidents
• - Proactively seeks guidance, strives and commits to improve service quality
• - Expected to work in shifts and provide OOH support to facilitate 24x7 customer support

• b) Communication and Collaboration
• - Communicates (verbal and written) effectively with the customers. Support junior team members in achieving effective communication
• - Collaborates relentlessly, passionately and respectfully with various Blue Yonder teams and partners
• - Leads by example demonstrating professionalism during internal and external conversations. Understands cultural differences and diversity.
• - Balances between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products)

• c) Competency development and demonstration
• - Technical:
• i. Demonstrates moderate expertise as required to support concerned solution, for e.g.,
• - DBMS (ex: SQL, Oracle) for application support; writing, reviewing and improving queries, procedures etc.
• - Code debugging in relevant programming languages
• - Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)
• - Troubleshooting Mobile application issues
• ii. Demonstrates moderate expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.:
• - to monitor application health and investigate application issues.
• - to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues

• - Product and Domain:
• i. Develops moderate knowledge of product features and functionalities
• ii. Possesses basic knowledge of relevant industry domain and business processes of the customers
• iii. Demonstrates basic capability to have interactions related to business process impact and work-arounds with customers during issue resolution
• iv. Understands SAAS consumption, adoption and business value KPIs related to respective solution

• - Solution Architecture:
• Possesses appropriate combination of one or more following skills, as required for concerned solution.
• i. Decent understanding of solution architecture relevant for concerned solution, for e.g.,
• - Multiple layers of solution architecture including Client-Server and database, Load Balancers, Middleware
• - Integration with external devices/systems, data flows
• - Identity and Access Management (ex: Native, OAUTH, SSO etc.)
• ii. Decent skills on architecture framework, tools and technologies relevant for concerned solution, for e.g.,
• - Webservers (ex: IIS, Tomcat)
• - Operating System framework and relevant scripting languages (ex: PowerShell, Batch scripting, vb scripting etc.)
• - Architecture framework (ex: ASP.Net, Java)
• - Tools to analyze server and application logs and dumps (ex: Wireshark, PERFMON, PerfView, Event viewer etc.)
• iii. Decent understanding of Azure technologies relevant for concerned solution, for e.g.,
• - Native SAAS or containerized ap
• plications, Kubernetes
• - Azure deployment models (ex: serverless / PAAS, scaleset, ASR)
• - Azure automations and CI CD pipeline - GitHub, Jenkins
• iv. Moderate capability in cloud operational activities as per the requirements of concerned solution, for e.g.,
• - Deployment and troubleshooting issues related to deployment
• - Troubleshooting, fixing and preventing application availability issues
• - Application health monitoring
• - Developing automations (Python, Cycle, RPA etc.)
• v. Moderate capability in Application Performance Engineering skills as required for concerned solution, for e.g.,
• - DB health analysis (statistics, fragmentation, query execution plan, indexes)
• - Executes prescribed KPI-based proactive performance review

• - Behavioral:
• i. Exhibits service mindset by consistently displaying customer centricity and ownership
• ii. Seeks regular performance feedback and works on self-development opportunities to achieve a holistic personal and professional development
• iii. Pro-actively identifies learning opportunities and career path

• d) Value Addition and Continuous Improvement
• - Consistent Top Contributor to Knowledge Centered Support (KCS) by:
• i. creating high quality articles independently and help others increase usage/creation
• ii. leveraging existing articles to provide faster resolution to solution issues
• - Identifies opportunities for operational improvements (ex: automation, process improvements etc.)
• i. Improves process to enable continuous improvement.
• ii. Make manual procedures lean or automate them to improve operational efficiency
• iii. Implementing new methodologies to increase process efficiencies and ROI

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.