Job Profile: Sr Support Engineer I

Scope:

Sr Support Engineer 1 will be responsible for working with global functional & technical teams under various customer engagements to gather and understand the technical / functional reported issues/problems and drive towards solutions and fixes. The Individual will work with regional customers/stakeholders to rollout, support our designed products / solutions to efficiently satisfy business requirements, while balancing complexity to ensure processes are supportable and meet customer satisfaction. The Support Engineer will work as a Squad member to support our SaaS customers on an Azure environment and provide Solution/Product support to our On Prem customers.

What you'll do:

Exceptional Customer Experience:

Deliver outstanding customer experiences and provide solutions for BY customers.Case Management: Handle Low/Medium/High and Critical-severity customer cases and occasionally high severity cases, ensuring full ownership of the process.Proactive Monitoring: Manage internal cases generated by BY's monitoring tools.Quality Compliance: Participate in training to ensure adherence to SLAs, SLOs, and quality standards.Customer Satisfaction: Achieve satisfaction through ownership, engagement, and proactive behavior.Guidance Seeking: Work under supervision, actively seeking mentorship to improve work quality.Shift Flexibility: Be prepared to work shifts and outside normal hours as needed.

Collaboration and Communication:

Engagement: Communicate passionately and empathetically with team members and stakeholders.Effective Communication: Maintain professionalism and empathy in all interactions, respecting cultural diversity.

Competency Development:

Core Competencies: Develop knowledge in tools, technologies, products, and solution architecture.Product Training: Attend boot camps to learn product features for resolving issues.Business Process Understanding: Gain insight into customer business processes for better service.Cloud Models Knowledge: Build understanding of private, public, and hybrid Cloud models.Application Monitoring: Participate in health monitoring and proactively address availability issues.

Innovation and Teamwork:

Customer-Centric Approach: Demonstrate commitment to customer needs and innovative collaboration.Feedback Seeking: Regularly seek feedback for personal development.Knowledge Contribution: Contribute to KCS by creating quality articles and identifying operational improvements.Continuous Learning: Identify opportunities for growth and support customer solutions.

What we are looking for:

Bachelor’s degree and 6 to 8 years of experience in Supply Chain Product Support, knowledge in BY Planning product will be added advantageRequires a bachelor’s degree (in Industrial/Mechanical Engineering or equivalent) and above 4 years of experience in Supply ChainMust have effective oral and written communications skills and the ability to work successfully with internal and external stakeholdersStrong analytical/problem solving skills, ability to provide alternatives, root cause analysis, testing skills and ability to make thoughtful proposals are also among the skills requiredBuilds and demonstrates moderate competency in product and domain, Azure & relevant tools and technologies, solution architecture etcBasic understanding of Customer business and processesCandidates have relevant experience on BY Planning suite of productsIntermediate in MS ExcelGood Knowledge of PL/SQLGood to Have Next Gen Skills:Should have strong flair for technology and hands on expertise in debugging/analyzing code in any of the programming languages (Java)Should contribute towards continual improvement to enhance customer experience using the NextGen technology skills (AppDynamics, Splunk, MuleSoft, Python, AI/ML, Azure)

This position is required to:

provide excellent customer experience and solution support to BY customers with ownership, proactive and innovative approachown customer solution as required, enhance solution stability and service quality eventually enabling an increase in customer consumption and adoption of the servicepassionately collaborates and engages within and beyond his/her team with empathybuilds 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-workadd value by developing knowledge article as well as working on operational improvements

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.