Job Profile - Support Engineer II
Overview
This role is a newly formed team within the Supply Chain execution and will be a pioneer in providing value-added rapid deployment and onboarding projects for our WMS (3PL and Retail Shipper) expedited growth customer base.
What you´ll do:
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Acts as a liaison between Support Services, PMG, Consulting Services across products.
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Available on call (on shift basis) for extreme emergencies / critical site down issues.
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Demonstrates and adheres to best practices of all internal Support Services polices and procedures.
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Ensures quantity and quality content in the knowledge base.
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Add value by developing knowledge article as well as working on operational improvements
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Escalates issues that may have a negative financial or relationship impact.
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Mentors team associates in product knowledge and triage techniques.
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Performs customer performance reviews and Health Checks.
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Provides advice to customers and product / implementation teams regarding industry best practices and process methodology.
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Provides functional and/or technical support during a customers product implementation and "go-live" periods.
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Understands the business features and functionality to be provided by the product.
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Works in a cross-functional capacity to support quality design, development and testing.
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Works with other analysts to progress and resolve sensitive and complex issues, in addition to maintaining their assigned caseload.
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Monitors and actions BY solutions for SaaS customers, Continuously improving solution stability by early detection and resolution, as well as outflow and recurrence prevention of incidents
What we're looking for:
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Strong analytical/problem solving skills, ability to provide alternatives, root cause analysis, testing skills and ability to make thoughtful proposals
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Must have effective oral and written communications skills and the ability to work successfully with internal and external stakeholders
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Familiarity with retail domain and order management systems is a must
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Experience with scripting tools like JMeter and selenium
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Experience with Azure and GCP cloud services around deployments and monitoring
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Experience with tuning, extracting data from Cassandra and/ Mongo DB
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Use of Kafka
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: Core Values
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.
