Support Engineer 2

• Understand the implemented solution/ products
• Analyze the issues, identify Root cause and find the permanent solution to any problem
• Adheres to SLA based on the severity of the customer cases
• Complete the product certification courses assigned
• Document the learning and building the knowledge content
• Provide early visibility and mitigation to technical challenges through the journey
• Confidently represents product and portfolio, including vision and functional and technical roadmaps, within the company and, when necessary, to strategic customers
• Should be one of the key stakeholders during Solution design phase and understand the scope for the specific solution/process flow for the designated customer
• Should collaborate with Solution/Technical architect(s) to stabilize the system
• Enhance/Change the design based on new business requirements by the customer
• Single Point of contact for all customer requests for the designated solution
• Manage/Support new roll outs/deployments and handle change requests/enhancements
• To improve various KPIs for the customer

• Bachelor’s degree minimum 3 to 5 years of experience in Product Support / Implementation support
• Hands on experience in implementing / supporting Demand & Fulfillment products for multiple customers
• Strong analytical/problem solving skills, ability to provide alternatives, root cause analysis, testing skills and ability to make thoughtful proposals
• Deep understanding of Customer business and processes
• Worked on other Supply Chain Planning software like SAP-IBP/ APO, o9, Kinaxis, Relex
• Understanding and experience with the technical requirements for the product line assigned
• Understanding of various technical platforms and infrastructures
• Understands BYs product suite so as to convey relationships and touch-points to the customer

Knowledge in performance tuning techniques is added advantage