Sr. Support Engineer

Overview:

We are looking for a Senior Support Engineer to join the Blue Yonder Support (BYN) team, responsible for delivering exceptional customer experience through end-to-end ownership of customer solutions. This role involves proactive issue resolution, performance optimization, and continuous improvement to ensure high service quality, system stability, and customer satisfaction.

Scope:

Own customer environments across UAT, Production, DR, and SPT Drive proactive monitoring, incident prevention, and root cause analysis Engage early in implementation projects to ensure seamless transition to operations Collaborate with TAMs, Engineering, and DevOps teams to improve service delivery Contribute to automation, process improvement, and operational excellence initiatives Act as SME and mentor team members

Our current technical environment:

Databases: SQL, Oracle Cloud: Microsoft Azure, Oracle Cloud Technologies: Java, APIs, SQL, UNIX Monitoring & Observability: AppDynamics, Splunk, logs and performance tools, Kibana Tools & Platforms: JIRA, CI/CD (GitHub, Jenkins), scripting (Python, PowerShell, Shell) Architecture: Multi-tier client-server systems, load balancers, middleware integrations

What you’ll do:

Own customer issues end-to-end, especially high-impact and complex incidents Perform deep technical troubleshooting across application, database, and cloud layers Conduct root cause analysis and implement preventive measures Monitor system health and identify improvement opportunities using metrics and trends Optimize system performance (DB tuning, query optimization, application performance) Support go-live and post-implementation transitions with strong operational readiness Drive automation and efficiency improvements in support processes Mentor junior engineers and contribute to technical knowledge sharing

What we are looking for:

Strong expertise in SQL/Oracle and database performance tuning Experience in production application support and incident management Total experience : 8 - 10 years Location: Pune Good understanding of cloud technologies Hands-on experience with monitoring tools Strong troubleshooting skills across application, integration, and infrastructure layers Knowledge of APIs/integration troubleshooting Scripting/automation experience (Python, Shell, PowerShell) is a plus Excellent communication, collaboration, and customer management skills Proactive mindset with focus on ownership, continuous improvement, and customer satisfaction