Support Engineer - WMS & PL/SQL

Overview

Provide application support for global customers using the Dispatcher Warehouse Management System (WMS), taking end-to-end ownership of customer issues, mostly of high complexity and criticality.

What you'll do

• Provide application support to global customers on the WMS product with end-to-end ownership, proactive and innovative approach.
• Drive resolution of customer issues, mostly of high complexity and criticality, including non-functional / performance related issues.
• Provide direction and inputs for Root Cause analysis and propose prevention ideas.
• Demonstrate high technical expertise to support the solution, for example DBMS (SQL, Oracle) for application support, reviewing and improving query execution.
• Debug code and troubleshoot application issues.
• Develop good knowledge of product features and functionalities.
• Possess good knowledge of relevant industry domain and customers' business processes.
• Interact with customers on business process impact and work-arounds during issue resolution.
• Proactively gain knowledge of new features and functionalities in future releases.
• Guide and assist team members to resolve medium complexity issues.
• Collaborate with TAM and support consumption/adoption improvement plans.
• Consistently achieve high customer satisfaction and positive impact on NPS scores through end-to-end ownership, engagement and pro-activeness.
• Communicate verbally and in writing effectively with customers and Blue Yonder stakeholders, and guide team members to communicate and influence customers positively.
• Collaborate relentlessly, passionately and respectfully with various Blue Yonder teams and partners, and provide guidance on collaboration challenges.
• Balance soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products).

What you'll need

• Bachelor's degree in computer science, IT, or related field.
• 2-5 years of experience in Application Support domain.
• Knowledge of any Warehouse Management System application (preferably Dispatcher WMS) or Supply Chain domain.
• Strong analysis skill in PL/SQL or Pro*C.
• Demonstrable experience in analysing code and supporting enterprise applications.
• RDBMS concepts and SQLs.

Nice to have

• Java and Unix Shell Scripting knowledge.

Details

• Location: Hyderabad.
• Technical environment: Oracle DB; Pro*C, PL/SQL; Java, Spring Boot, React JS; JavaScript, Unix Shell Scripting; REST API, SOAP API, flat file integration; ServiceNow Platform, JIRA.