Support Engineer Ii - Monterrey, México - Blue Yonder
Descripción
Blue Yonder Title:
Support Engineer 2 (Cloud Applications /SaaS)
Scope:
- Drive, as a lead SME, resolution of escalated and complex solution issues in collaboration with multiple BY and customer stakeholders.
- Implement "Advanced Quality Prevention" plans to improve solution and service reliability
- Deepen competency on end to end solution architecture, performance engineering 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
- Engage early in customer implementation projects to provide solution design and architecture inputs from operability and reliability perspectives and to ensure seamless delivery continuum into Operate through phased golives.
- Act as a Senior solution SME providing mentorship to Support Engineers, delivering product/technical trainings and supporting in improving capability and delivery quality of the team.
Our current technical environment:
- Code debugging
- Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)
What you'll do:
- Delivers excellent customer experience by driving resolution of customer issues of high complexity and criticality including nonfunctional / performance related issues.
- Provides direction and inputs for Root Cause analysis and proposes prevention ideas.
- Guides/assists team members to resolve medium complexity issues.
- Proactively implements "Advanced Quality Prevention" quality plans including but not limited to regular and proactive solution health monitoring process, tools and procedures
- Guides the team to plan and implement "early detection and resolution" as well as "outflow and recurrence prevention" quality strategies
- Drives/leads resolution of escalated and complex issues in collaboration with multiple BY and customer stakeholders.
- Keeps a track of adoption and consumption numbers and analyzing the trends and providing inputs for improvement.
- Owns solution for customers.
- Positively and proactively collaborates with TAM to drive CSM to support plans to improve SAAS consumption, adoption, and business value
- Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying endtoend ownership, engagement, and proactiveness
- Monitor and correct solution performance, stability, and sizing during customer rollout phase
- Early engagement in customer implementation projects including agile/multisprint projects
- Demonstrate high competency in end to end solution architecture, performance engineering and relevant SaaS tools and technologies OR business processes and industry domain
- Act as Senior Subject Matter Expert providing mentorship to Support Engineers, delivers product/technical trainings and as JIRA Gatekeeper to review and prevent inflow of WAD JIRA to PD.
What we are looking for:
- Bachelor's degree (STEM preferred) and minimum 3 to 5 years of experience in Customer Support or Product Support
- Strong Supply Chain domain experience
- Transportation/Logistics Knowledge Preferable
- Possess Strong Techno-Functional Expertise
- Tech Savvy able to adapt to any technology faster
- Ability to handle and manage a Team
- Experience of managing ERP products is preferred
- Provide technical and solution leadership during Critical/Major issues.
- ITIL Certification
- Demonstrable experience, thorough knowledge, and interests in Cloud native architecture, Distributed microservices, Multitenant SaaS solution and Cloud Scalability, performance and High availability
- Experience with API management platforms & providing / consuming RESTful APIs
- Experience with varied tools such as AppD & Splunk
Behavioral:
- Demonstrates leadership capabilities required to lead customerfacing investigations of complex and escalated solution issues.
- Demonstrates enhanced Customer communication & situation management skills.
- Demonstrates balance between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products).
- Possesses strong sense of urgency from both Customer and company perspective, defines priorities.
- Global representatives for key initiatives and projects
- Inspires others by demonstrating service mindset through consistently displaying customer centricity and ownership.
- Proactively seeks 360 degree performance feedback. Works on selfdevelopment opportunities to achieve a holistic personal and professional development, co
Más ofertas de trabajo de Blue Yonder
-
Project Lead
Monterrey, México - hace 1 semana
-
Full Stack Support and Technical Architect
Monterrey, México - hace 2 semanas
-
Support Engineer I
Monterrey, México - hace 2 semanas
-
Marketing Manager
Monterrey, México - hace 2 semanas
-
Associate Technical Consultant
Monterrey, México - hace 6 días
-
Sr. Financial Analyst
Monterrey, México - hace 1 semana