Support Engineer I

Job Title:Support Engineer IOverview: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.Scope:Core responsibilities to include log and respond to customer support requests via phone, e-mail, and web interface. Work with different product teams to resolve the cases. Monitor the production environment and take necessary actions (Log Service requests and incidents) in case of any errors/issues/anomaliesOur current technical environment:Application Architecture: Microservices architectureCloud Architecture: MicroSoft Azure, Google Cloud PlatformFrameworks/Others: Kubernetes, Kafka, Cassandra, HazelCast, PostmanMonitoring tools: GrafanaWhat 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 teamsCommunicate technical product and solution expertise to internal and external customerExhibit a commitment to customer service while building customer partnershipsFully document all case interactions and author Knowledge Base solutionsProvide updates and case statuses to customers and managementSuccessfully understand and triage customer issues, conducting any necessary technical research (code review, database queries, traces, debug, etc) or team collaborationUse customer service, communication and problem-solving skills to solve inquiries from JDA customersWork as a support team member to utilizing technical skills and product expertise helping to resolving customer product issuesWhat 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/anomaliesKeep 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 tasksOur 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 heartbeat like ours? Find out here: Core Values are Diversity, Inclusion, Value & Equality (DIVE) is our strategy for fostering an inclusive environment we can be proud of. Check out Blue Yonder's inaugural Diversity Report which outlines our commitment to change, and our video celebrating the differences in all of us in the words of some of our associates from around the world.All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.Our ValuesIf 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 ValuesDiversity, Inclusion, Value & Equality (DIVE) is our strategy for fostering an inclusive environment we can be proud of. Check out Blue Yonder's inaugural Diversity Report which outlines our commitment to change, and our video celebrating the differences in all of us in the words of some of our associates from around the world.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.