Job Description

Are you passionate about delivering high quality customer service for cutting-edge supply chain applications Do you enjoy solving complex problems and collaborating with cross-functional teams If so, you might be the perfect fit for our Enterprise Service Engineering team! Join our Enterprise Service Engineering team and provide Level 3 support to our global customers using our supply chain applications. You will troubleshoot, resolve, and prevent issues, as well as communicate and collaborate with internal and external stakeholders. Job Title : Enterprise Service Engineer 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: Experience with JIRA and SVN. Supply Only: 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. 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.

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