Back to jobs
New

Support Engineer

North America

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. Our employees around the world are focused on delivering enduring value for our clients.

Support Engineer

 

Department: Global Support

Business Unit: Corporate

Reports To: Manager, Customer Support

Direct Reports: No

 

 

POSITION OVERVIEW

 

The Support Engineer is a member of e2open’s customer support team responsible for providing support to a diverse global customer base.  Working directly with customers the Support Engineer is the primary point of contact for a wide variety of customer inquiries related to our products and services.  Primary activities include issue diagnosis, troubleshooting, and incident management.  The Global Support Engineer will use strong problem-solving skills combined with excellent communication and customer focus to maintain high levels of customer satisfaction.

 

RESPONSIBILITES:

  • Provide exceptional overall client experience to clients using time-sensitive, mission critical applications.
  • Research, diagnose, and respond to client inquiries in an expeditious, thorough and professional manner. Ensure KPIs are met consistently to achieve customer experience excellence.
  • Identify, select, and manage cases to work on; determine root cause resolution workflows and propose a solution to the customer.
  • Write basic level SQL queries to identify and troubleshoot customer issues through analyzing a various factors and determining the best approach.
  • Manage customer support to resolution knowing when to escalate issues and articulate the problem.
  • Research bugs by reading code and interpreting where the code needs to be updated.
  • Effectively communicate and interact with customers at all levels to understand the request and rapidly assess severity level.
  • Ensure critical customer issues are addressed quickly and effectively by collaborating with Product Development, Professional Services, Cloud Operations, and Quality Assurance in a global environment.
  • Be able to work independently and with cross functional teams to troubleshoot and resolve complex problems.
  • Be proactive in identifying preventative measures and early warning mechanisms to reduce customer issues/escalations.
  • Document all customer interactions in an internal case management system including a clear root cause and implemented solution.
  • Build, maintain, and utilize support procedures and knowledgebase articles.
  • Flexibility to participate in required shift work and/or off hours coverage for different time zones, including evening and weekend support for Severity 1 issues.
  • Participate in on-call rotations as assigned
  • Other tasks and activities as assigned

QUALIFICATIONS AND EXPERIENCE:

  • Candidate must possess a Diploma, Advanced/Higher/Graduate Diploma, Bachelor’s Degree, Post Graduate Diploma, Professional Degree, Computer Science/Information Technology or equivalent.
  • 2-5 years of working experience is preferred.
  • Excellent written and verbal communication skills, including ability to speak and write fluently in English.
  • Excellent time management and organizational skills.
  • High attention to detail and technical problem-solving/troubleshooting skills.
  • Ability to work well both in a team environment and independently under minimal supervision.
  • Comfortable working under deadlines and managing multiple priority customer cases.

 

Preferred but not required:

  • Functional and business process knowledge of the Logistics and Supply Chain industry, as well as experience with logistics, transportation, and shipping software.
  • Basic understanding of ITIL, incident and problem management.
  • Basic familiarity with software engineering. Ability to read programming code and familiarity with programming concepts a plus

 

Technical skills:

  • Working knowledge of Microsoft Office suite of tools – Excel, World, Outlook
  • Experience with Salesforce.com or equivalent CRM software.

 

BluJay Only

  • 2 years experience in windows application support
  • Good working knowledge of SQL, Microsoft SQL Server with working knowledge of Transaction SQL (T-SQL, Microsoft SQL) query knowledge
  • Experience working with Microsoft Server OS

 

Logistyx Only

  • Good knowledge of SQL/MS-SQL
  • Experience working with Microsoft Server OS
  • 2 years experience with SOAP messaging, JSON, XML

 

GTM Only

  • Strong knowledge of SQL is required, aptitude test is administered
  • Experience with messaging protocol such as XML
  • Understanding of EDI concepts
  • 2 years experience in windows application support
  • JAVA experience (preferred, not required)

 

PHYSICAL REQUIREMENTS:

  • General office environment and responsibilities requiring:
    • Extensive use of the computer which involves viewing a monitor and keyboarding for most of the workday.
    • Placing and receiving phone calls.
    • Occasionally moving and lifting objects up to 20 pounds.
    • May require some travel as needed.

 

 

E2open is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

E2open participates in the E-verify program in certain locations, as required by law.

E2open does not accept unsolicited referrals or resumes from any source other than directly from candidates or preferred vendors. We will not consider unsolicited referrals.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in e2open’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.