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    Senior Support Engineer I - Perth, Australia - Jda Software

    Jda Software
    Jda Software Perth, Australia

    1 day ago

    Default job background
    Full time
    Description
    Senior Support Engineer I - WMS/Warehouse Management System page is loadedSenior Support Engineer I - WMS/Warehouse Management SystemApplylocationsHyderabadtime typeFull timeposted onPosted 18 Days Agojob requisition id240194Overview:
    LeadingAI-driven Global Supply Chain Solutions Software Product Companyand one of the "Best Places to Work".

    Seeking an astute individual who can provide an excellent customer experience and solution support to BY Customers with innovative/proactive approach and customer value creation−Delivers excellent customer experience by resolving customer issues mostly of high complexity.

    Demonstrates high technical expertise as required to support BY solution.

    Scope:
    Owns customer solution.
    Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership, engagement, and pro-activeness.

    The team currently comprises of 120+ global associates across US, Mexico, India, Australia, and UK and is expected to grow rapidly.


    Our current technical environment:

    Software:
    BY Discrete, SQL, App Dynamics, Splunk, Oracle/MSQL

    Cloud Architecture:
    MS Azure fundamental


    Programming language:
    Java, C


    What we are looking for:
    A) Excellent customer experience and solution support to BY Customers with innovative approach:
    − Delivers excellent customer experience by driving resolution customer issues mostly of high complexity and criticality including non-functional / performance related issues.
    − Provides direction and inputs for Root Cause analysis and proposes prevention ideas
    − Guides/assists team members to resolve medium complexity issues
    − Own a Tier 1 customer solution at a minimum.
    Positively collaborates with TAM and supports consumption/adoption improvement plans.
    − Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership, engagement and proactiveness
    − Early engagement in tier 1 customers' implementation projects to gain good understanding of customer business process, solution and architecture and to ensure seamless transition into Operate phase through phased go-lives.
    − Owns implementation of high service quality through continuous improvements in the operational processes − Associates may be expected to provide Out of Office (OOH) support to facilitate the Company's 24x7 customer support in line with the terms defined in the contract of employment and country legislation
    −Associates may be expected to work in shifts to facilitate the Company's 24x7 customer support in line with the terms defined in the contract of employment and country legislation.

    B) Communication and Collaboration:
    − Communicates (verbal and written) effectively with customers.
    Support junior team members in achieving effective communication in all formats of customers communications where required.
    − 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)

    C) Competency development and demonstration:
    − Demonstrates high expertise as required to support a given BY solution
    − Demonstrates high expertise in relevant contemporary and up to date Saa S technical toolsets like App Dynamics, Splunk etc.
    − Develops good knowledge of BY product features and functionalities
    − Very good understanding of solution architecture relevant for concerned solution
    − Strong skills on architecture framework, tools and technologies relevant for a given BY solution
    − Very good understanding of Azure technologies relevant for a given BY solution
    − Strong capability in cloud operational activities as per the requirements of a given BY solution
    − Strong application performance engineering skills as required for a given BY solution
    − Inspires others by demonstrating service mindset through consistently displaying customer centricity and ownership.
    − Aligns with company priorities and demonstrates strong sense of urgency from both Customer and company perspectives.
    − Displays growth mindset by taking initiatives, positively collaborating with stakeholders, continuously challenging the status-quo, helping team and department making progress towards strategic priorities.

    D) Value Addition:
    − Identifies and implements opportunities for operational metrics improvement and for operational efficiencies (Reduction of critical issues, reduction inttime to resolve, reduction in number of cases, etc)
    − Acts as Subject Matter Expert providing ongoing support and mentorship to Support Engineers, delivers product/technical trainings.
    − Proposes ideas for improvement of consumption and adoption
    − Drives operational improvements (ex:
    automation, process changes etc.)
    Our ValuesIf 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
    Diversity, Inclusion, Value & Equality (DIVE)is our strategy for fostering an inclusive environment we can be proud of.

    Check out Blue Yonder's inaugural Diversity Reportwhich outlines our commitment to change, and our videocelebrating 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.

    Similar Jobs (1)Senior Support Engineer - Transportation Management System/TMSlocations2 Locationstime typeFull timeposted onPosted 3 Days Ago
    Who are we?
    We are a proven, passionate bunch of disruptors.

    Our work is all about tapping into your potential so we can deliver the best solutions and customer experiences on the planet.

    Collaboration, respect, and a great work-life balance earned us the title of "Best Place to Work- Employees' Choice" by Glassdoor.

    Our people are smart, creative, rock stars with over 400 patents and 10,000 people years of domain expertise.
    What do we do?
    Blue Yonder is the world leader in digital supply chain and omni-channel commerce fulfillment.
    Our intelligent, end-to-end platform enables retailers, manufacturers and logistics providers to seamlessly predict, pivot and fulfill customer demand.
    With Blue Yonder, you can make more automated, profitable business decisions that deliver greater growth and re-imagined customer experiences.
    Blue Yonder - Fulfill your
    "Blue Yonder" is a trademark or registered trademark of Blue Yonder, Inc.

    Any trade, product or service name referenced in this document using the name "Blue Yonder" is a trademark and/or property of Blue Yonder, Inc.

    #J-18808-Ljbffr
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