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About Company

Blue Yonder Group, Inc. is an American supply chain management company operating as an independent Subsidiary of multinational holding company Panasonic Corporation. Founded in 1985, the company is headquartered in Scottsdale, Arizona, with offices globally, and an innovation center in Dallas, Texas.

Job Profile: Support Engineer I

Degree Required: B.E/B.Tech

Experience Required: 1 – 3 years

Salary/CTC: Best in Industry

Work Location: Bangalore

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.

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:

Ability to log and respond to customer support requests via phone, e-mail, and web interface.
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 Blue Yonder 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 1- 3 Yrs on experience in working on Sterling’s or OMS products with Linux and SAAS support along with Casandra, Kafka.
Monitor the production environment and take necessary actions (Log Service requests and incidents) in case of any errors/issues/anomalies
Keep a tab on planned deployments and ensure things are under control post deployments. Bring to the attention of the stakeholders for immediate action.
Monitor the Pager Alerts during the Shift hours and do the necessary analysis.
Create log Service requests and incidents as the need be.
Analyse the Customer logged cases (Incidents and Service requests) and work with respective teams either L2, L3 and Deploy team for necessary actions/Disposition plans.
Ensure to close the communication with the customer/CS team on a timely basis.
Organize calls and work closely with stakeholders to take the issue for completion.
Carry out systematic tasks on Infra, Software features, and any special requests as per procedure/Runbook.
Interact with Product Implementation teams/Customers on daily basis and answer any product/Deployment queries.
Check the Release schedules and communicate the dates to Product Implementation teams/Customers.
Provide inputs to Engineering, Deploy and operate teams based on the Product/Process feedback received from Implementation teams/Customers.
Adhere to the Product Support SLA’s in handling the Tickets. Monitor systematic CRON jobs set up for different customers and schedules.
Track and document the uptime (Time between the env was started and shutdown) for the customer specific Perf environments and the associated tickets for correct invoicing purposes.
Callout if any of the GCP resources are underutilized and report it to Deploy team to revisit the environment sizing. Reduce the number of alerts for each customer by either fixing the actual issues or optimizing the alerts.
Ensure the tickets reflect correct statuses, updates and close them on timely manner.
Work with engineering, QA and deploy teams to do RCA of tickets to prevent it happening again on customer environments Automate redundant support tasks