Support Engineer 1

• This position is required to:
• - provide excellent customer experience and solution support to Blue Yonder customers with ownership
• - passionately collaborates and engages within and beyond his/her team with empathy
• - builds and demonstrates basic competency in Azure & relevant tools and technologies, product and domain, solution architecture etc.
• - consitently 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) Seamless Application Support to Blue Yonder Customers
• - Delivers excellent customer experience by resolving customer issues mostly of moderate complexity.
• -Displays end-to-end ownership.
• - Resolves internal alert cases generated by Blue Yonder internal tools
• - Actively engages in application health monitoring using M&D tools
• - Attends case quality training and ensures adherence to SLA/SLO and quality practices
• - Obtains customer satisfaction by displaying ownership, engagement and pro-activeness
• - Proacively 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
• - Collaborates relentlessly, passionately and respectfully with various Blue Yonder teams and partners
• - Displays professionalism and empathy during internal and external conversations. Appreciates cultural differences.

• c) Competency development and demonstration
• - Technical:
• 1. Demonstrates basic 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.
• - Code debugging in relevant programming languages
• - Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)
• - Troubleshooting Mobile application issues
• 2. Demonstrates basic 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. Attends product boot-camp and learns standard product features to resolve non-complex issues
• ii. Acquires basic domain knowledge to understand the business processes of the customers

• - Solution Architecture:
• Possesses combination of one or more following skills, as required for concerned solution.
• 1. Basic 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.)
• 2. Basic 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.)
• 3. Basic understanding of Azure concepts relevant for concerned solution, for e.g.,
• - Native SAAS or containerized applications, Kubernetes
• - Azure deployment models (ex: serverless / PAAS, scaleset, ASR)
• - Azure automations and CI CD pipeline - GitHub, Jenkins
• 4. Basic capability in cloud operational activities as per the requirements of concerned solution, for e.g.,
• - Application deployment and troubleshooting issues related to deployment
• - Troubleshooting and fixing application availability issues
• - Application health monitoring
• - Developing automations (Python, Cycle, RPA etc.)
• 5. Basic 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. Develops service mindset ~ constantly displays customer-centricity and ownership
• ii. Seeks regular perfomance feedback and works on self-development
• iii. Pro-actively identifies learning opportunities

• d) Value Addition
• - Contributes to Knowledge Centered Support (KCS) by:
• i. creating quality articles with minimal guidance from leads or mentors
• ii. leveraging existing articles to provide faster resolution to solution issues

• - Identifies opportunities for operational improvements (ex: automation, process changes etc.)
• i. identifies opportunities pro-actively and discusses with leads or mentors

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.