Scope:
We are a leading SaaS and AI-driven Global Supply Chain Solutions software product company and Glass Door's 'Best Places to Work'
The only company recognized as a Leader in 3 2021 Gartner Magic Quadrant reports covering supply chain planning solutions, transportation management systems, and warehouse management systems
Our Current Technical Environment:
Software:Unix, Any scripting language, WMS application (Any), PL/SQL, API, MOCA
Future Software - Kafka, Stratosphere, Microservices, Java
Application Architecture: Native SaaS, Cognitive
Cloud Architecture: Private cloud, MS Azure (ARM templates, AKS, HD insight, Application gateway, Virtue Networks, Event Hub, Azure AD)
What you will do:
Support Engagements: Work with global technical and functional teams to support various customer engagements.
Customer Interaction: Understand customer requests, support designed products/solutions to meet business requirements, and ensure high customer satisfaction.
Issue Resolution: Address and resolve technical issues adhering to SLAs, document learnings, and create knowledge articles.
Environment Management: Replicate and maintain customer environments and knowledge of customer solution architecture and integration points.
Customer Satisfaction: Provide quality and timely solutions to improve customer satisfaction and follow-up until closure.
Stakeholder Interaction: Interact with internal and external stakeholders and report to management.
Process Improvement: Identify areas for improvement and automation in routine tasks.
Continuous Learning: Stay updated with new technologies and products, demonstrate quick learning ability, and maintain good interpersonal and communication skills.
Architecture Simplification: Drive simpler, more robust, and efficient architecture and designs.
Product Representation: Confidently represent product and portfolio, including vision and technical roadmaps, within the company and to strategic customers when necessary.
Detailed Responsibilities:
Customer Issue Resolution: Understand customer-raised issues, especially in Cloud/SaaS environments, and take appropriate actions to resolve them.
Code Review: Review product source code or design documents as necessary.
Case Management: Own and resolve all cases for global customers, adhering to defined SLAs.
Knowledge Sharing: Document learnings and create knowledge articles for repeated cases.
Environment Replication: Replicate and maintain customer environments.
Solution Knowledge: Maintain knowledge of customer solutions and customizations.
Urgency in Interaction: Demonstrate a sense of urgency and swiftness in all customer interactions.
Techno-Functional Point of Contact: Act as the techno-functional POC for all cases, ensuring timely triage and assignment.
Global Collaboration: Utilize instant messenger and other tools to collaborate globally.
Shift Work: Work in rotational shifts and be flexible with timings.
Goal Achievement: Meet organizational and team-level goals.
Customer Satisfaction: Improve customer satisfaction by providing quality and timely solutions and follow-up until case closure.
Process Automation: Identify areas for improvement and scope for automation in routine tasks or activities.
Team Player: Help in meeting team-level goals and be a team player.
What We Are Looking For:
Educational Background: Bachelor's degree (STEM preferred) with a minimum of 5 to 8 years of experience.
Team Experience: Experience in working as a team.
Skills: Good communication and strong analytical skills.
Domain Knowledge: Fair understanding of the TMS/ Supply Chain domain.
Technical Proficiency: Experience in working with SQL/Oracle DB complex queries.
Support Engineering Experience: Experience in support engineering roles.
Techno-Functional Expertise: Possess strong techno-functional expertise.
Tech Savviness: Ability to adapt to any technology quickly.
Critical Issue Support: Provide technical and solution support during critical/major issues.
Tool Experience: Experience with varied tools such as AppDynamics, Splunk, and ServiceNow.
Shift Flexibility: Flexible to work in shift timings:
Shift 1: 6 am to 3 pm
Shift 2: 2 pm to 11 pm
Shift 3: 10 pm to 7 am
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:
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.