Enterprise Service Solutions Engineer

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia e2open Full time

About Company

e2open is the connected supply chain platform that enables the world's largest companies to transform the way they make, move, and sell goods and services. We connect more than 400,000 partners as one multi-enterprise network. Powered by the network, data, and applications, our SaaS platform anticipates disruptions and opportunities to help companies improve efficiency, reduce waste, and operate sustainably.

About Team

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.

Job Overview

  • 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.

Key Responsibilities

  • 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.

Requirements

  • 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.

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