Enterprise Service Engineer - Kuala Lumpur

Enterprise Service Engineer 

About e2open:                                                                                                                                                          

Founded in 2000 and headquartered in Austin, TX, E2open provides the largest and most comprehensive Supply Chain Operating Network, including a broad suite of collaborative supply chain solutions. E2open helps companies such as AkzoNobel, Campbell Soup, Cisco, Dell, Exostar, Lenovo, Kimberly-Clark, Seagate, Shell, Unilever and Vodafone better manage their supply chain operations. (www.e2open.com)  

About Department: 

The ESE team comprises highly skilled technical experts who specialize in specific product lines and have extensive functional experience. As E2open is a comprehensive Supply Chain Management organization, ESE associates are required to provide solution expertise across diverse industries, including FMCG, High-tech, Automotive, and Manufacturing. The primary responsibilities of ESE associates include implementing and resolving real-time supply chain issues, as well as sharing best practices related to these solutions.

This team offers career growth opportunities in both technical and functional roles, such as Solution Architect, Business Analyst, and Product Manager.

Position Overview:

As a member e2open's Enterprise Service Engineering team, the Enterprise Service Engineer delivers high - quality, techno-functional customer service for the company's Supply Chain applications, meeting the business needs of our global customers. The ideal candidate will be adaptable, detail-oriented, organized, and possess strong analytical and problem-solving skills. They should also be able to work independently with cross-functional teams to debug, analyze, and resolve issues.

Furthermore, the Enterprise Service Engineer role will enhance the incumbent's technical expertise and expand their knowledge of the supply chain, as the position requires deep business insights into various global supply chain implementations.

RESPONSIBILITES:

• Perform in-depth technical investigation, troubleshooting, root cause analysis and drive issue resolution (including config changes/fixes)
• 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 in root cause analysis.
• 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.
• Continuous upskill of functional/technical knowledge on product and customer solution.

QUALIFICATIONS AND EXPERIENCE:

• Candidate must possess a Advanced/Higher/Graduate Diploma, Bachelor’s Degree, Post Graduate Diploma, Professional Degree, Computer Science/Information Technology or equivalent.
• 3-6 years of working experience is preferred.
• Analytical mindset and creative problem-solving skills.
• Excellent written and verbal communication skills, including ability to speak and write fluently in English.
• Excellent time management and organizational 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.

Preferred but not required:

• Good experience in Scrum or equivalent agile practice.
• Functional and business process knowledge of the 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.
• Strong knowledge of database concepts and SQL/MS-SQL, PL/SQL.
• Knowledge of Linux and Windows Operation System.