Support Engineer I

Company: Blue Yonder
Job Role: Support Engineer I

Experience: 1 - 3 years

Job Location: Bangalore, Karnataka, 560 103

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Job Description

Blue Yonder is a leading AI-driven global supply chain solutions software product company and one of Glassdoor’s “Best Places to Work.” We seek an astute individual with strong support knowledge and the ability to collaborate hands-on with broader teams to resolve customer cases efficiently.

Scope

• Log and respond to customer support requests via phone, email, and web interface.
• Work with different product teams to resolve cases.
• Monitor production environments and take necessary actions on errors, issues, or anomalies.

Technical Environment

• Application Architecture: Microservices
• Cloud Platforms: Microsoft Azure, Google Cloud Platform
• Frameworks & Tools: Kubernetes, Kafka, Cassandra, Hazelcast, Postman
• Monitoring: Grafana

Responsibilities

• Log and respond to customer support requests via multiple channels.
• Act as a technical liaison between support and development teams.
• Communicate technical product expertise to internal and external customers.
• Fully document all case interactions and author knowledge base articles.
• Provide timely updates and case statuses to customers and management.
• Triage and research customer issues using technical tools like code review, database queries, traces, debugging.
• Collaborate with support team members to resolve product issues.
• Monitor production environment, including Pager alerts during shift hours.
• Manage service requests, incidents, and coordinate with L2, L3, and deployment teams.
• Organize calls with stakeholders to ensure issue resolution.
• Track release schedules and communicate with implementation teams.
• Provide feedback to engineering, deployment, and operations teams based on product/process inputs.
• Adhere to support SLAs and monitor scheduled CRON jobs.
• Document uptime and associated tickets for correct invoicing.
• Identify and report underutilized GCP resources.
• Automate redundant support tasks where possible.
• Participate in root cause analysis (RCA) to prevent recurrence of issues.

What We Are Looking For

• 1 to 3 years experience supporting Sterling or OMS products with Linux and SaaS environments.
• Experience with Cassandra, Kafka preferred.
• Strong problem-solving, communication, and customer service skills.
• Ability to monitor and respond proactively to environment alerts.
• Ability to work closely with cross-functional teams and customers.

Our Values

At Blue Yonder, our core values unite and drive our success: Diversity, Inclusion, Value & Equality (DIVE). We foster an inclusive environment and celebrate individuality and diverse experiences.

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Tags

#SupportEngineer #CloudSupport #BangaloreJobs #BlueYonder #CustomerSupport #TechnicalSupport #Kubernetes #Kafka #Cassandra #Microservices #Azure #GCP #DevOps #SaaS #JobAlert