Support Engineer 2

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 24×7 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
ii. Collaborates with team members to implement and operationalize

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.