Enterprise Service Engineer

Enterprise Service Engineer

ABOUT US

Founded in 2000 and headquartered in Austin, TX, E2open provides the largest and most comprehensive Supply Chain Operating Network, including a broad suite of collaborative supply chain solutions. E2open helps companies such as AkzoNobel, Campbell Soup, Cisco, Dell, Exostar, Lenovo, Kimberly-Clark, Seagate, Shell, Unilever and Vodafone better manage their supply chain operations. (www.e2open.com)  

POSITION OVERVIEW

The Enterprise Service Engineer is a member of e2open’s Enterprise Service Engineering team for delivering high quality Level 3 customer service 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 analytical and problem-solving skills, and should be able to work independently with cross functional teams to troubleshoot and resolve problems.

Additionally, the Enterprise Service Engineer should have a pro-active and continuous focus in exploring more on functional and technical knowledge of the product/solution to provide resolution to problems independently.

RESPONSIBILITES:

• Perform in-depth technical investigation, troubleshooting, root cause analysis and drive issue resolution (including config changes/fixes) escalated by customer support team within the agreed customer SLAs.
• Ensure periodic quality updates on tickets to share the latest status to customers and internal stakeholders.
• Work on identifying and implementing workaround for business continuity.
• Validate code fixes developed and coordinate/plan the UAT with customer for production fix rollout.
• Perform production patch deployment by following e2open’s deployment process.
• Be proactive in identifying and implementing preventative measures for customer problems with better understanding on the customer business processes.
• Collaborate and drive resolution with various internal teams namely Product Development, Professional Services, Cloud Operations, and Quality Assurance.
• The Enterprise Service Engineer will help and mentor Associate Enterprise Service Engineers to troubleshoot and resolve customer problems.
• Enterprise Service Engineer should manage allocated Customer solution independently.
• Participate in solution transition session from Professional Services to Enterprise Service organization to be self-sufficient with functional/technical skills on customer solution.
• Engage and participate in continuous improvement plan activities on assigned solution for a stable production environment and reduction on recurring issues.
• Constantly look for opportunities to automate repetitive or manual activities.
• Participate in creating, maintaining, and utilizing knowledgebase articles.
• Drive and coordinate the weekly review calls with customers.
• Ensure all relevant case details are updated accurately and timely.
• Continuous upskill of functional/technical knowledge on product and customer solution.
• Participate in on-call rotations as assigned.

QUALIFICATIONS AND EXPERIENCE:

• Candidate must possess a Diploma, Advanced/Higher/Graduate Diploma, Bachelor’s Degree, Post Graduate Diploma, Professional Degree, Computer Science/Information Technology or equivalent.
• 2-4 years of working experience is preferred.
• Excellent written and verbal communication skills, including ability to speak and write fluently in English.
• Excellent time management and organizational skills.
• Analytical mindset and creative problem-solving skills.
• Ability to work well both in a team environment and independently under minimal supervision.
• Strong learning desire and willingness to learn new technologies on own initiative.
• Comfortable working under deadlines and managing customer cases.

Preferred but not required:

• Good experience in Scrum or equivalent agile practice.
• Good Knowledge on ITIL, incident and problem management.
• Functional and business process knowledge of the Logistics and Supply Chain industry, as well as experience with logistics, transportation, and shipping software.
• Good exposure on Software Development Lifecycle (SDLC) methodologies, version control and configuration management.

Technical skills:

• 2-4 year experience or knowledge of Microsoft Office suite of tools – Excel, Word, Outlook
• 2-4 year experience or knowledge of database concepts and SQL/MS-SQL, PL/SQL.
• 2-4 year experience or knowledge of programming language i.e. Java, JavaScript, HTML, XML.
• 2-4 year experience or knowledge of Linux and Windows Operation System.

PHYSICAL REQUIREMENTS:

• General office environment and responsibilities requiring:
• Extensive use of the computer which involves viewing a monitor and keyboarding for most of the workday
• Placing and receiving phone calls

What we offer:

• Health Insurance: EPS Pacifico Plan 2 100% covered.
• Indetermined Employment.
• Company Bonus Program.
• Referral program.
• Training programs.
• Equity program.