E2open is the connected supply chain platform that enables the world’s largest companies to transform the way they make, move, and sell goods and services. We connect more than 400,000 partners as one multi-enterprise network. Powered by the network, data, and applications, our SaaS platform anticipates disruptions and opportunities to help companies improve efficiency, reduce waste, and operate sustainably. Our employees around the world are focused on delivering enduring value for our clients.
POSITION OVERVIEW
The Sr Support Engineer is a member of e2open’s customer support team responsible for providing support to a diverse global customer base. Working directly with customers the Sr Support Engineer is the primary point of contact for a wide variety of customer inquiries related to our products and services. Primary activities include issue diagnosis, troubleshooting, and incident management. The Sr Support Engineer will use strong problem-solving skills combined with excellent communication and customer focus to maintain high levels of customer satisfaction. The Sr Support Engineer will help mentor and train new members of the organization and serve as an internal resource for the team.
RESPONSIBILITES:
- Provide exceptional overall client experience to clients using time-sensitive, mission critical applications.
- Research, diagnose, and respond to client inquiries in an expeditious, thorough, and professional manner. Ensure KPIs are met consistently to achieve customer experience excellence.
- Own the management and resolution of high severity, time-sensitive customer impacting incidents. Work directly with key customer stakeholders and internal resolvers to meet or exceed customer SLAs.
- Write intermediate level SQL queries to identify and troubleshoot customer issues by evaluating multiple solutions and determining the best approach.
- Responsible for supporting multiple products and managing complex customers issues by determining downstream impact of all products owned by the customer.
- Serve as an escalation point for more complicated issues.
- Build and maintain customer relationships including client-facing communication to understand client needs.
- Evaluate complex customer issues by selecting the appropriate methodology to implement resolutions.
- Effectively interact with customers at all levels, to understand the request and rapidly assess severity level.
- Analyzes problems in software, hardware, and network environments. Finds the root cause of issues and identifies potential solutions before engaging with internal L3 resolver groups.
- 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.
- Be able to work independently and with cross functional teams to troubleshoot and resolve complex problems.
- Assist in training and mentoring for all team members.
- Participate in customer meetings representing the customer support organization.
- Be proactive in identifying preventative measures and early warning mechanisms to reduce customer issues/escalations.
- Document all customer interactions in an internal case management system including a clear root cause and implemented solution.
- Participate in building, maintaining, and utilizing support procedures and knowledgebase articles.
- Flexibility to participate in required shift work and/or off hours coverage for different time zones, including evening and weekend support for Severity 1 issues.
- Participate in on-call rotations as assigned
- Other tasks and activities 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.
- 3-6 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.
- High attention to detail and technical problem-solving/troubleshooting skills.
- Ability to work well both in a team environment and independently under minimal supervision.
- Comfortable working under deadlines and managing multiple priority customer cases.
- Functional and business process knowledge of the Logistics and Supply Chain industry, as well as experience with logistics, transportation, and shipping software.
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.
- Occasionally moving and lifting objects up to 20 pounds.
- May require some travel as needed.
E2open is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.
E2open participates in the E-verify program in certain locations, as required by law.
E2open does not accept unsolicited referrals or resumes from any source other than directly from candidates or preferred vendors. We will not consider unsolicited referrals.
