IN-Associate Support Engineer

This Position Is Required To

• provide excellent customer experience and solution support to Blue Yonder customers
• passionately collaborates and engages within and beyond his/her team with empathy
• build core competency with the tools and technologies, product and domain, solution architecture etc.
• consitently demonstrates customer centricity and relentless attitude to innovate through team work
• Seamless Application Support to Blue Yonder Customers
• Resolves customer cases mostly with low/medium severity; occasionally high/critcal. Displays end-to-end ownership.
• Resolves internal proactive monitoring cases generated by Blue Yonder internal tools
• Attends case quality training and ensures adherence to SLA/SLO and quality practices
• Obtains customer satisfaction by displaying ownership, engagement and pro-activeness
• Work is frequently supervised by the leads or mentors. Constantly seeks guidance to improve the quality.
• Expected to work in shifts and provide OOH support to facilitate 24x7 customer support
• 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.s.
• Building Competency
• Technical
• Builds basic skills on the following and not limited to:
• DBMS (ex: SQL, Oracle) ; ability to write database queries, procedures for application support.
• Code debugging
• Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)
• Troubleshooting Mobile application issues
  
  

ii. Builds basic skills on contemporary SaaS technical toolsets like AppDynamics, Splunk etc.

• Product and Domain:
• 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:
• Builds basic understanding of different Cloud models - private, public, hybrid
  
  

ii. Builds basic understanding of solution architecture and application deployment framework

Iii. Builds Basic Understanding Of Azure Concepts Like

• Native SAAS or containerized applications, Kubernetes
• Azure deployment models (ex: serverless / PAAS, scaleset, ASR)
• Azure automations and CI CD pipeline - GitHub, Jenkins
  
  

iv. Actively engages in application health monitoring using M&D tools

• Pro-actively identifies application availability issues and resolves them using defined resolution methods
• Behavioral:
• 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

• Value Addition
• Contributes to Knowledge Centered Support (KCS) by:
• 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.)
• identifies opportunities pro-actively and discusses with leads or mentors
  
  

ii. Collaborates with others 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.