Support Engineer 1

This position is required to:
- provide excellent customer experience and solution support to BY customers with ownership
- passionately collaborates and engages within and beyond his/her team with empathy
- builds and demonstrates basic competency in Azure & relevant tools and technologies, product and domain, solution architecture etc.
- consitently demonstrates customer centricity and relentless attitude to innovate through team work
- add value by developing knowledge article as well as working on operational improvements 

a) Seamless Application Support to BY Customers
    - Delivers excellent customer experience by resolving customer issues mostly of moderate complexity. 
     -Displays end-to-end ownership.
    - Resolves internal alert cases generated by BY internal tools
    - Actively engages in application health monitoring using M&D tools
    - Attends case quality training and ensures adherence to SLA/SLO and quality practices
    - Obtains customer satisfaction by displaying ownership, engagement and pro-activeness
    - Proacively seeks guidance, strives and commits to improve service quality.
    - Expected to work in shifts and provide OOH support to facilitate 24x7 customer support
            
b) Communication and Collaboration
    - Communicates (verbal and written) effectively with the customers
    - Collaborates relentlessly, passionately and respectfully with various BY teams and partners
    - Displays professionalism and empathy during internal and external conversations. Appreciates cultural differences.

c) Competency development and demonstration
    - Technical:
       1. Demonstrates basic technical expertise as required to support concerned solution, for e.g.,
          - DBMS (ex: SQL, Oracle) for application support; writing, reviewing and improving queries, procedures etc.
          - Code debugging in relevant programming languages
          - Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)
          - Troubleshooting Mobile application issues
       2. Demonstrates basic expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.:
          - to monitor application health and investigate application issues.
          - to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues

    - Product and Domain:
      i. Attends product boot-camp and learns standard product features to resolve non-complex issues
      ii. Acquires basic domain knowledge to understand the business processes of the customers
 
    - Solution Architecture:
      Possesses combination of one or more following skills, as required for concerned solution.
        1. Basic understanding of solution architecture relevant for concerned solution, for e.g.,
           - Multiple layers of solution architecture including Client-Server and database, Load Balancers, Middleware
           - Integration with external devices/systems, data flows
           - Identity and Access Management (ex: Native, OAUTH, SSO etc.)
       2. Basic skills on architecture framework, tools and technologies relevant for concerned solution, for e.g.,
           - Webservers (ex: IIS, Tomcat)
           - Operating System framework and relevant scripting languages (ex: PowerShell, Batch scripting, vb scripting etc.)
           - Architecture framework (ex: ASP.Net, Java)
           - Tools to analyze server and application logs and dumps (ex: Wireshark, PERFMON, PerfView, Event viewer etc.)
      3. Basic understanding of Azure concepts relevant for concerned solution, for e.g.,
          - Native SAAS or containerized applications, Kubernetes
          - Azure deployment models (ex: serverless / PAAS, scaleset, ASR)
          - Azure automations and CI CD pipeline - GitHub, Jenkins
      4. Basic capability in cloud operational activities as per the requirements of concerned solution, for e.g., 
           - Application deployment and troubleshooting issues related to deployment
           - Troubleshooting and fixing application availability issues
           - Application health monitoring 
          -  Developing automations (Python, Cycle, RPA etc.)
      5. Basic capability in application performance engineering skills as required for concerned solution, for e.g.,
          - DB health analysis (statistics, fragmentation, query execution plan, indexes)
          - Executes prescribed KPI-based proactive performance review
       
    - Behavioral:
      i. Develops service mindset ~ constantly displays customer-centricity and ownership
      ii. Seeks regular perfomance feedback and works on self-development
      iii. Pro-actively identifies learning opportunities

d) Value Addition
    - Contributes to Knowledge Centered Support (KCS) by:
      i. creating quality articles with minimal guidance from leads or mentors
      ii. leveraging existing articles to provide faster resolution to solution issues
     
    - Identifies opportunities for operational improvements (ex: automation, process changes etc.)
      i. identifies opportunities pro-actively and discusses with leads or mentors
      ii. Collaborates with team members to implement and operationalize

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here:Core Values

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.