What you´ll do/Knowledge Required:
- Provide excellent customer experience and solution support to BY customers with end-to-end ownership, proactive and innovative approach.
- Plan and execute implementation of high service quality through continuous improvements in the operational processes by regular tracking of operational metrics and leveraging lean methodology, automation etc.
- Own Tier 1 customer solution as required, enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption and adoption of the service.
- Early engagement in Tier 1 customer implementation projects to ensure seamless delivery continuum into Operate through phased go-lives.
- Act as Subject Matter Expert providing mentorship to Support Engineers, delivers product/technical trainings and JIRA Gatekeeper to review and prevent inflow of WAD JIRA to PD.
- Consistently demonstrate customer centricity and relentless attitude to innovate through positive teamwork beyond his/her team
- build and demonstrate high competency in product and domain, Azure & relevant tools and technologies, solution architecture etc.
a) Excellent customer experience and solution support to BY Customers with innovative/proactive approach and customer value creation
- Delivers excellent customer experience by:
- driving resolution customer issues mostly of high complexity and criticality including non-functional / performance related issues.
- provides direction and inputs for Root Cause analysis and proposes prevention ideas.
- guides/assists team members to resolve medium complexity issues.
- Owns customer solution for Tier 1 customers.
- Positively collaborates with TAM and supports consumption/adoption improvement plans




- Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership, engagement and pro-activeness
- Early engagement in tier 1 customers’ implementation projects to gain good understanding of customer business process, solution and architecture and to ensure seamless transition into Operate phase through phased go-lives.
- Owns implementation of high service quality through continuous improvements in the operational processes by Proactively and regularly reviewing metrics, analyzing trends, drawing conclusions and presenting/executing improvement plans by planning processes/solutions to enable early detection and resolution as well as outflow and recurrence prevention of incidents
- Continuously improving and implementing M&D; practices and procedures
- Expected to work in shifts and provide OOH support to facilitate 24x7 customer support
b) Communication and Collaboration
- Communicates (verbal and written) effectively with customers and BY stakeholders, pro-actively guides team members to communicate and influence customer positively
- Collaborates relentlessly, passionately and respectfully with various BY teams and partners, provides guidance on collaboration challenges
- Leads by example demonstrating professionalism, empathy and assertiveness in internal and external conversations. Understands cultural differences and diversity and help others live BY values
- Balances between Soft skills (process, people, values, teamwork, roles)



and hard skills (technologies, frameworks, solutions, products)
c) Competency development and demonstration
- Technical:
Demonstrates high technical expertise as required to support concerned solution, for e.g.,
- Code debugging
- Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)
- Demonstrates high expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.:
- to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues
Product and Domain:
- Develops good knowledge of product features and functionalities
- Possesses good knowledge of relevant industry domain and business processes of the customers
- Demonstrates good capability to have interactions related to business process impact and work-arounds with customers during issue resolution
- Proactively gains knowledge of new features and functionalities in next release
- Understands SAAS consumption, adoption and business value KPIs related to respective solution.
Solution Architecture:
- Possesses appropriate combination of one or more following skills, as required for concerned solution.
- Very good understanding of solution architecture relevant for concerned solution, for e.g.,
- Multiple layers of solution architecture including Client-Server and database, Load Balancers, Middleware
- Integration with external devices/systems, data flows
- Identity and Access Management (ex: Native, OAUTH, SSO etc.)
- Strong skills on architecture framework, tools and technologies relevant for concerned solution, for e.g.,
- Webservers (ex: IIS, Tomcat)
- Operating System framework and relevant scripting languages (ex: PowerShell, Batch scripting, vb scripting etc.)
- A

📌 Sr Support Engineer 1 (Monterrey)
🏢 Blue Yonder
📍 Monterrey