Support Engineer 1

## Support Engineer 1Apply: Monterrey: Full time: Posted Yesterday: End Date: January 18, 2027 (30+ days left to apply): 263635This position is required to: - provide excellent customer experience and solution support to Blue Yonder customers with ownership - passionately collaborates and engages within and beyond his/her team with empathy - builds and demonstrates basic competency in Azure & relevant tools and technologies, product and domain, solution architecture etc. - consitently demonstrates customer centricity and relentless attitude to innovate through team work - add value by developing knowledge article as well as working on operational improvementsa) Seamless Application Support to Blue Yonder Customers - Delivers excellent customer experience by resolving customer issues mostly of moderate complexity. -Displays end-to-end ownership. - Resolves internal alert cases generated by Blue Yonder internal tools - Actively engages in application health monitoring using M&D tools - Attends case quality training and ensures adherence to SLA/SLO and quality practices - Obtains customer satisfaction by displaying ownership, engagement and pro-activeness - Proacively seeks guidance, strives and commits to improve service quality. - Expected to work in shifts and provide OOH support to facilitate 24x7 customer support b) Communication and Collaboration - Communicates (verbal and written) effectively with the customers - Collaborates relentlessly, passionately and respectfully with various Blue Yonder teams and partners - Displays professionalism and empathy during internal and external conversations. Appreciates cultural differences.c) Competency development and demonstration - Technical: 1. Demonstrates basic 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. - Code debugging in relevant programming languages - Platform support engineering (ex: API and/or Mulesoft integration troubleshooting) - Troubleshooting Mobile application issues 2. Demonstrates basic expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.: - to monitor application health and investigate application issues. - to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues - Product and Domain: i. Attends product boot-camp and learns standard product features to resolve non-complex issues ii. Acquires basic domain knowledge to understand the business processes of the customers - Solution Architecture: Possesses combination of one or more following skills, as required for concerned solution. 1. Basic understanding of solution architecture relevant for concerned solution, for e.g., - Multiple layers of solution architecture including Client-Server and database, Load Balancers, Middleware - Integration with external devices/systems, data flows - Identity and Access Management (ex: Native, OAUTH, SSO etc.) 2. Basic skills on architecture framework, tools and technologies relevant for concerned solution, for e.g., - Webservers (ex: IIS, Tomcat) - Operating System framework and relevant scripting languages (ex: PowerShell, Batch scripting, vb scripting etc.) - Architecture framework (ex: ASP.Net, Java) - Tools to analyze server and application logs and dumps (ex: Wireshark, PERFMON, PerfView, Event viewer etc.) 3. Basic understanding of Azure concepts relevant for concerned solution, for e.g., - Native SAAS or containerized applications, Kubernetes - Azure deployment models (ex: serverless / PAAS, scaleset, ASR) - Azure automations and CI CD pipeline - GitHub, Jenkins 4. Basic capability in cloud operational activities as per the requirements of concerned solution, for e.g., - Application deployment and troubleshooting issues related to deployment - Troubleshooting and fixing application availability issues - Application health monitoring - Developing automations (Python, Cycle, RPA etc.) 5. Basic capability in application performance engineering skills as required for concerned solution, for e.g., - DB health analysis (statistics, fragmentation, query execution plan, indexes) - Executes prescribed KPI-based proactive performance review - Behavioral: i. Develops service mindset ~ constantly displays customer-centricity and ownership ii. Seeks regular perfomance feedback and works on self-development iii. Pro-actively identifies learning opportunitiesd) Value Addition - Contributes to Knowledge Centered Support (KCS) by: i. creating quality articles with minimal guidance from leads or mentors ii. leveraging existing articles to provide faster resolution to solution issues - Identifies opportunities for operational improvements (ex: automation, process changes etc.) i. identifies opportunities pro-actively and discusses with leads or mentors #J-18808-Ljbffr