Support Engineer 1 - TMS

Overview

Support Engineer 1 for BY TMS (Transportation Management System), working with global technical and functional teams across customer engagements to resolve issues and keep the solution supportable.

What you'll do

• Work with regional customers and stakeholders to understand requests and support designed products and solutions to satisfy business requirements, balancing complexity so processes are supportable and meet customer satisfaction.
• Gather and understand functionally reported issues and problems, and drive towards solutions and fixes, adhering to defined SLAs (Service Level Agreements).
• Document learnings and create knowledge articles for repeated cases.
• Replicate and maintain customer environments.
• Maintain knowledge of customer solutions and customizations.
• Maintain a sense of urgency and swiftness in all customer interactions.
• Improve customer satisfaction by providing quality and timely solutions to reported issues and following up until closure.
• Interact with internal and external stakeholders and report to management.
• Identify areas of improvement and the scope of automation for routine tasks or activities.
• Drive architecture and designs to become simpler, more robust, and more efficient.
• Confidently represent the product and portfolio, including vision and functional and technical roadmaps, within the company and, when necessary, to strategic customers.

What you'll need

• Bachelor's degree (STEM preferred).
• Minimum 2 to 3 years of experience in Application Support and Implementation.
• Experience supporting BY TMS - SCM applications within the last 3-4 years minimum (ideally).
• Awareness of architecture, basics of integration, Apache/IIS, and working on product support (ideally).
• Strong experience supporting the BY TMS web application, including understanding of WMS application and architecture, and experience in configuration and troubleshooting of BY TMS.
• Demonstrable experience supporting and maintaining enterprise cloud solutions (Azure).
• Demonstrable experience with microservices-based architecture on cloud.
• Demonstrable experience, thorough knowledge, and interest in cloud-native architecture, distributed microservices, multi-tenant SaaS solutions, and cloud scalability, performance, and high availability.
• Experience with tools such as ServiceNow, Salesforce, JIRA, AppD, and Splunk.
• Good understanding of secure architectures, secure configuration, and identity management.
• Good interpersonal and communication skills, both verbal and written.
• Ability to learn quickly and passion for new technologies and products.

Details

• Location: Bangalore.