Sr Support Engineer - enterprise application /SaaS …, Telangana

Overview: Blue Yonder is currently seeking Support Engineer who will support the BY Network platform within the Blue Yonder ecosystem. BYN operates as a multi-enterprise, real-time digital supply chain network that enables collaboration across suppliers, carriers, manufacturers, distributors, and customers. This role is responsible for ensuring operational stability, SLA adherence, structured incident management, and governance across a multi-party supply chain environment. Scope: Deliver flawless application support to BY customers by resolving complex solution issues.
- Drive resolution of escalated and complex solution issues in collaboration with multiple BY and customer stakeholders.
- Deepen competency on end-to-end solution architecture 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. Our current technical environment:
- Demonstrates robust technical expertise as required to support concerned solution, for e.g., DBMS (ex: SQL, Oracle) for application support; writing, reviewing, and improving queries, procedures etc.
- - Troubleshooting Application issues
- ii. Demonstrates strong expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.:
- - to monitor application health and to investigate application issues.
- - to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues
- Databases Oracle / SQL Server What you ll do: Delivers excellent customer experience by
- Understanding customer raised issues and take appropriate actions to resolve the same Cloud /SaaS
- Reviewing the product source code or design document as necessary
- Owning and resolving all cases for global customers, adhering to defined SLA s
- Documenting learnings and creating knowledge articles for repeated cases
- Replicating and maintaining customer environments
- Maintaining knowledge of customer solutions and customization
- Demonstrating sense of urgency and swiftness with all customer interactions
- Acting as Techno-functional POC for all cases and ensure timely triage and assignment
- Utilizing instant messenger and other tools to collaborate globally
- Working in shifts and being flexible with the timings
- Meeting organization and team level goals
- Improving Customer Satisfaction by providing quality and timely solutions to reported issues and follow-up until case closure
- Identifying areas of improvement and scope of automation on routine tasks or activities
- Helping in meeting team level goals and being a team player What we are looking for:
- Bachelor s degree (STEM preferred) and minimum 5 to 7 years.
- Strong DBMS (ex: SQL, Oracle) skill set with at least 3-4 years hands on.
- Good Communication and Strong Analytical Skills
- Person with prior support experience with fair knowledge on handling issues within SLA s
- Preferably Blue Yonder TMS knowledge, Platform knowledge else basic Supply Chain domain experience
- Person who can communicate flawless with Customer and other stakeholders.
- Possess Strong Techno-Functional Expertise
- Tech Savvy able to adapt to any technology faster.
- Basic understanding of APIs, integrations, or EDI concepts preferred.
- Experience with varied tools such as AppD Splunk, SNOW
- Good Team Player.
- This role operates within a 24x7 shift-based support model.
- Associates in rotational shifts (including early/late shifts as applicable) is required.
- Participation in weekend on-call rotations and high-severity incident support outside standard business hours is mandatory.
- Availability during critical production outages and major incidents is expected to ensure service continuity. Disclaimer:

This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying. Apply on Kit Job: kitjob.in/job/4nabft