About this role
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:
• Acts as a liaison between Support Services, PMG, Consulting Services across products. • Available on call (on shift basis) for extreme emergencies / critical site down issues. • Demonstrates and adheres to best practices of all internal Support Services polices and procedures. • Ensures quantity and quality content in the knowledge base. • Add value by developing knowledge article as well as working on operational improvements • Escalates issues that may have a negative financial or relationship impact. • Mentors team associates in product knowledge and triage techniques. • Performs customer performance reviews and Health Checks. • Provides advice to customers and product / implementation teams regarding industry best practices and process methodology. • Provides functional and/or technical support during a customers product implementation and "go-live" periods. • Understands the business features and functionality to be provided by the product. • Works in a cross-functional capacity to support quality design, development and testing. • Works with other analysts to progress and resolve sensitive and complex issues, in addition to maintaining their assigned caseload. • 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:
• Strong analytical/problem solving skills, ability to provide alternatives, root cause analysis, testing skills and ability to make thoughtful proposals • Must have effective oral and written communications skills and the ability to work successfully with internal and external stakeholders • Familiarity with retail domain and order management systems is a must • Experience with scripting tools like JMeter and selenium • Experience with Azure and GCP cloud services around deployments and monitoring • Experience with tuning, extracting data from Cassandra and/ Mongo DB • 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.