Customer Success Engineer
TERRA TECHNOLOGY
Bangalore
2d ago
source : Shine
  • We are looking for talented individuals who are passionate about making a big impact on customer success. The Customer Success Engineer will be responsible for delivering high quality Level 3 support to E2open'
  • s Supply Chain applications to meet our global customers' Service Level Agreements and operational requirements. The successful candidate will be adaptable, detail-

    oriented, organized, have excellent analytical and problem solving skills, and should able to work independently with cross functional teams to troubleshoot and resolve complex problems.

    Additionally, the applicant should have a pro- active mindset, continually trying to determine preventative measures, excellent knowledge of the customer s solutions.

    There may be the requirement for shift work to cover different timezone and applicants must be flexible in this regard.

    Responsibilities :

    Level 3 application support to all customer solutions

    This includes on- call support for Outages, Sev 1 and Sev 2 incidents.

    Manage production deployment builds and patches as part of the controlled release processes

    Manage day- to- day incident and problem resolution.

    Ensure critical customer issues are addressed quickly and effectively by collaborating with Product Development, Professional Services, Cloud Operations, and Quality Assurance in a global environment.

    Actively identify incidents and manage the incident resolution process to provide service recovery.

    Plan and manage business solutions transition to Customer Success organization.

    Plan and deploy E2open standard solutions to the Company s hosting infrastructure.

    Plan and perform application maintenance and patch deployment, following standards and best practices.

    Provide on- call support as part of a global team.

    Understand customer solutions and Supply Chain in general.

    Be Proactive in approach to determine preventative measures and early warning mechanisms to reduce customer issues / escalations

    Be customer facing manage weekly ticket / issue reviews directly with customers

    Participate in Monthly Health check review and prepare content as required

    Back- up CSM during peak times and holidays

    Customer on site presence may be required from time to time

    Identify Revenue Opportunities

    Requirements :

    Product, Industry and Customer Solution experts. Experienced and dedicated engineers assigned to solutions for production issue analysis and resolution

    Bachelor Degree in Computer Science / Information Technology or equivalent.

    Hands- on experience in Linux, PL / SQL and other programming languages would be an added advantage.

    Understanding of development methodologies, version control and configuration management.

    Knowledge and experience with database technologies such as Oracle, SQL and JDBC.

    Understanding of HTML, XML and server- side technologies.

    A fundamental understanding of IT service management and the ITIL business process.

    Experience at a global software or consulting firm is an asset.

    Experience in Supply Chain / Manufacturing environment preferred.

    Logical approach and excellent problem solving skills.

    Attention to detail and ability to troubleshoot and provide feedback and solutions.

    Excellent interpersonal and communication skills.

    Must be able to work well both in a team environment and independently under minimal supervision.

    Ability and willingness to learn new technologies, and on own initiative

    Ability and willingness to understand functional processes

    Creation and maintenance of Knowledge Base Articles

    Production Support

    Level 3 application support to all customer solutions

    This includes on- call support for Outages, Sev 1 and Sev 2 incidents.

    Product, Industry and Customer Solution experts. Experienced and dedicated engineers assigned to solutions for production issue analysis and resolution.

    Manage production deployment builds and patches as part of the controlled release processes

    Drives regular CSR reviews daily / weekly / bi- weekly as required.

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