Support Engineer I - Monterrey, México - Blue Yonder
Descripción
The Support Engineer will support named customers on SaaS and managed cloud services.This position is required to:
- provide excellent customer experience and solution support to BY 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
- 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 BY 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 endtoend ownership, engagement and proactiveness.
- 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
- Communicates (verbal and written) effectively with the customers. Support junior team members in achieving effective communication
- Collaborates relentlessly, passionately and respectfully with various BY 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)
- Technical:
- Code debugging in relevant programming languages
- Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)
Demonstrates moderate expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc:
- to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues
- Product and Domain:
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:
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.)
- Webservers (ex: IIS, Tomcat)
- Operating System framework and relevant scripting languages (ex: PowerShell, Batch scripting, vb scripting etc.)
- Architecture framework (ex: ASP.Net, Java)
- Native SAAS or containerized ap
- Azure deployment models (ex: serverless / PAAS, scaleset, ASR)
- Azure automations and CI CD pipeline
- GitHub, Jenkins
- Deployment and troubleshooting issues related to deployment
- Application health monitoring
- Developing automations (Python, Cycle, RPA etc.)
- DB health analysis (statistics, fragmentation, query execution plan, indexes)
- Executes prescribed KPIbased proactive performance review
- Behavioral:
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:
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