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Support Engineer


This is a Full-time position in Garland, TX posted June 6, 2021.

JOB TITLE: Enterprise Support Engineer



Role Summary:

Our client, a leading AI-driven Global Supply Chain Solutions Platform Provider and one of Glassdoor’s “Best Places to Work” is seeking a talented Enterprise Support Engineer to join its TMS Operate Team.


As the Enterprise Support Engineer with the TMS Deploy & Operate Team, you will be a part of our clients digital transformation.

You will apply input and expertise in moving TMS customers from on-premise/hosting to SaaS and ensuring solutions stability.


Essential Duties and Responsibilities:
Responsible to work with global functional & technical teams under various customer engagements to gather and understand the technical / functional reported issues/problems and drive towards solutions and fixes.

Work with regional customers/stakeholders to rollout, support our designed products / solutions to efficiently satisfy business requirements, while balancing complexity to ensure processes are supportable and meet customer satisfaction.

The team currently comprises of 70+ global associates across US, India (COE) and is composed of Technical Architects and Solution Experts.

Master competency on end-to-end solution architecture, business processes and industry domain and/or performance engineering and relevant SaaS tools Leads development of health monitoring strategy and works with global teams to review regularly Proactively identifies technical health improvements and drives for these to be applied globally.

Fosters business relationship with key customer contact and provides technical expertise to Technical Account Managers (TAMs) and Customer Success Managers (CSMs) Act as a Cost Advisor, engage in environment capacity and sizing review and provide insights into optimization opportunities Provides advice to customers and Deploy & Operate Team regarding industry best practices and process methodology Work closely with TMS Solution Experts (including Product Development) for complex issue resolution  
Bachelor’s degree with a major in Computer Science or equivalent technical field highly preferred Master’s Degree in Computer Science or equivalent technical field highly preferred 8 -10 years’ experience in supply chain domain experience Basic knowledge of the Customer Support function, preferably in Supply Chain Execution/3PL Experience in (i2 Technologies, Manugistics, RedPrairie) TMS applications is nice to have Experience working in SaaS product environment and advanced expertise on various Cloud hosting / SaaS models is highly preferred Cloud (Azure preferred), Log analysis and Application Monitoring tools (i.e.

AppDynamics, Splunk) is required Expert in Database programming/Data Modeling using Oracle SQL and MS SQL is required Strong working knowledge of middleware technology, Weblogic and TomCat, is required Cloud Infrastructure – Azure cloud, certification on Azure fundamentals (AZ-300), Level 2 Azure certifications (AZ-301) will be an added advantage

Soft Skills:
Must have excellent communication and interpersonal skills to interact with a wide variety of internal personnel and external stakeholders, with emphasis on follow-through and reporting Proven background to have delivered service improvements Continuous improvement mindset and lateral thinking Self-motivated and a quick learner
– New technologies, platforms, integrations Able to work flexible hours, including evenings, weekends, as warranted by the situation in critical times or to manage customer escalations Able to take on-call escalations

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