Senior Customer Success Engineer

Job Description

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 )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 E2opens 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 time zone and applicants must be flexible in this regard.ResponsibilitiesLevel 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 s Degree in computer science/Information Technology or equivalent.
• Hands-on experience in SQL, Unix Basics and Java basics
• Understanding of development methodologies, version control and configuration management.
• Knowledge and experience with database technologies such as Oracle, SQL.
• 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.

,

Keyskills :
it service managementknowledge basequality assuranceon sitehealth checksupply chainproblem solvingservice levelservice managementearly warningversion controloncall support