Highly Skilled Enterprise Solutions Specialist

We are seeking an experienced Enterprise Service Engineer to join our team. This is a key role that requires strong technical skills and excellent communication abilities.

In this position, you will be responsible for providing high-quality customer service to our global clients, ensuring their needs are met within agreed-upon service level agreements. You will work closely with cross-functional teams to troubleshoot and resolve problems efficiently.

The ideal candidate will have a strong background in software development, preferably with experience in Java or similar technologies. You should also possess excellent analytical and problem-solving skills, with the ability to work independently and as part of a team.

Beyond your technical expertise, we value individuals who are proactive, detail-oriented, and organized. If you are passionate about delivering exceptional results and driving continuous improvement, we encourage you to apply for this exciting opportunity.

• Perform in-depth technical investigations, troubleshooting, root cause analysis, and drive issue resolution (including config changes/fixes) escalated by the customer support team within agreed-upon customer SLAs.
• Ensure periodic quality updates on tickets to share the latest status to customers and internal stakeholders.
• Work on identifying and implementing workarounds for business continuity.
• Validate code fixes developed and coordinate/UAT with the customer for production fix rollout.
• Perform production patch deployment following e2open's deployment process.
• Be proactive in identifying and implementing preventative measures for customer problems with a better understanding of 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.
• Manage allocated Customer solutions independently.
• Participate in solution transition sessions from Professional Services to Enterprise Service organization to be self-sufficient with functional/technical skills on customer solutions.
• Engage and participate in continuous improvement plan activities on assigned solutions 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 weekly review calls with customers.
• Ensure all relevant case details are updated accurately and timely.
• Continuous upskilling of functional/technical knowledge on product and customer solutions.
• Participate in on-call rotations as assigned.

• Candidate must possess a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, Computer Science/Information Technology or equivalent.
• 4-6 years of working experience is preferred.
• Excellent written and verbal communication skills, including the 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.

• 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.

• Experience with JIRA and SVN.
• Knowledge of programming language i.e. Java, JavaScript, HTML, XML.
• Knowledge of Microsoft Office suite of tools – Excel, Word, Outlook
• Knowledge of database concepts and SQL/MS-SQL, PL/SQL.
• Knowledge of Linux and Windows Operation System.