Job Description

Job Title:

Support Engineer II

Overview:

• Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor's "Best Places to Work"
• Seeking an astute individual that has a strong support knowledge with the additional ability to be hands-on with the broader team to resolve customer cases.

Scope:

The L2 support engineer should work closely with L1 support team, L3 team, Deploy team, Implementation team to give excellent customer experience in resolving their issues.

Our current technical environment:

• Application Architecture: Microservices architecture
• Cloud Architecture: MicroSoft Azure, Google Cloud Platform
• Frameworks/Others: Kubernetes, Kafka, Cassandra, HazelCast, Postman

• Monitoring tools: Grafana

What you'll do:

• Act as product technical liaison between support and development teams

• Communicate technical product and solution expertise to internal and external customer

• Exhibit a commitment to customer service while building customer partnerships
• Fully document all case interactions and author Knowledge Base solutions
• Provide updates and case statuses to customers and management
• Successfully understand and triage customer issues, conducting any necessary technical research (code review, database queries, traces, debug, etc) or team collaboration
• Use customer service, communication and problem-solving skills to solve inquiries from JDA customers
• Work as a support team member to utilizing technical skills and product expertise helping to resolving customer product issues

What we are looking for:

• Looking for candidates with 3-5 Yrs on experience in working on Sterling's or OMS products with Linux and SAAS support along with Casandra, Kafka.
• Work with project Implementation teams thru weekly calls to understand the solution / implementation.
• Update confluence page with new troubleshooting tips, Lessons learned for each customers.
• Keep a tab on the incidents logged by Customers. Self-assign the tickets that's functional or mundane in nature. Assign the Performance tickets to Performance team members. Act as a interface between L1, L2 Performance and L3 teams.
• Help with troubleshooting of the issues/cases reported from customers. Help to analyze the reported issues take to closure.
• Prepare RCA report in case of any lapses on critical issues reported from field.
• Participate in S1/S2 Support calls on need basis as the issue arises
• Participate in Production deployments along with deployment teams. Guide them from L2 perspective.
• Conduct monthly meetings to share the lessons learned/experience with other L2 team members.
• Suggest process improvements from time to time to enhance the productivity and to ease mundane tasks
• Provide inputs to Engineering, Deploy and operate teams based on the Product/Process feedback received from Implementation teams/Customers
• Ensure the tickets reflect correct statuses, updates and close them on timely manner
• Review the incidents logged by customers and keep a tab/ensure team members are acting on them meeting the defined SLA's
• Understand the type of incidents logged by customers and create a knowledge base for the usage of the team.
• Do a qualitative and quantitative analysis of the logged tickets and infer action items.
• Continue to watch for new product features and learn.
• Continue to learn new product features regularly.
• Develop new automation scripts/Utilities on need basis.

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:

is our strategy for fostering an inclusive environment we can be proud of. Check out Blue Yonder's inaugural which outlines our commitment to change, and our celebrating the differences in all of us in the words of some of our associates from around the world.

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.