Enterprise Service Engineer - Java - Hyderabad

Job Description

E2open is seeking an Enterprise Service Engineer - Java in Hyderabad to deliver high-quality Level 3 customer service for its supply chain applications. The successful candidate will be adaptable, detail-oriented, and possess strong analytical and problem-solving skills. They will work independently and with cross-functional teams to troubleshoot and resolve issues, ensuring customer SLAs are met.

The Enterprise Service Engineer will be responsible for in-depth technical investigations, root cause analysis, and driving issue resolution. They will also identify and implement workarounds, validate code fixes, and coordinate UAT with customers. The role involves production patch deployment, proactive problem prevention, and collaboration with internal teams such as Product Development, Professional Services, Cloud Operations, and Quality Assurance.

E2open offers a collaborative environment where the Enterprise Service Engineer can mentor junior team members, manage customer solutions independently, and participate in continuous improvement activities. The role also involves automating repetitive tasks, creating knowledge base articles, and coordinating weekly review calls with customers.

Responsibilities:

• Perform in-depth technical investigation, troubleshooting, and root cause analysis.
• Ensure periodic quality updates on tickets.
• Identify and implement workarounds for business continuity.
• Validate code fixes and coordinate UAT with customers.
• Perform production patch deployment.
• Identify and implement preventative measures for customer problems.
• Collaborate with internal teams to drive resolution.
• Mentor Associate Enterprise Service Engineers.
• Manage allocated Customer solutions independently.
• Participate in solution transition sessions.
• Engage in continuous improvement plan activities.
• Automate repetitive or manual activities.
• Participate in creating and maintaining knowledgebase articles.
• Drive and coordinate 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.

Requirements:

• 4-6 years of working experience is preferred.
• Excellent written and verbal communication skills in English.
• Excellent time management and organizational skills.
• Analytical mindset and creative problem-solving skills.
• Ability to work well in a team environment and independently.
• Strong learning desire and willingness to learn new technologies.
• Comfortable working under deadlines and managing customer cases.
• Knowledge of programming language i.e. Java, JavaScript, HTML, XML.
• Knowledge of database concepts and SQL/MS-SQL, PL/SQL.
• Knowledge of Linux and Windows Operation System.