Back to jobs
New

Enterprise Service 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.

Enterprise Service Engineer 

 

 

Department: Global Support 

Business Unit: Corporate 

Reports To: Manager, Enterprise Service Engineering 

Direct Reports: No 

Hybrid Based on Location   

 

POSITION OVERVIEW 

 

The Enterprise Service Engineer is a member of e2open’s Enterprise Service Engineering team for delivering high quality Level 3 customer service to E2open's Supply Chain applications to meet our global customers' Service Level Agreements and operational requirements.  The successful candidate will be adaptable, detail-oriented, organized, have analytical and problem-solving skills, and should be able to work independently with cross functional teams to troubleshoot and resolve problems. 

 

Additionally, the Enterprise Service Engineer should have a pro-active and continuous focus in exploring more on functional and technical knowledge of the product/solution to provide resolution to problems independently.  

 

RESPONSIBILITES: 

  • Perform in-depth technical investigation, troubleshooting, root cause analysis and drive issue resolution (including config changes/fixes) escalated by customer support team within the agreed customer SLAs.  
  • Ensure periodic quality updates on tickets to share the latest status to customers and internal stakeholders.  
  • 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 resolve customer problems. 
  • Enterprise Service Engineer should manage allocated Customer solution independently. 
  • 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.  
  • Drive and coordinate the 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. 
  • 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.  
  • 2-4 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.   
  • Analytical mindset and creative problem-solving 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. 
  • Comfortable working under deadlines and managing customer cases.  

 

Preferred but not required: 

  • Good experience in Scrum or equivalent agile practice. 
  • Good Knowledge on ITIL, incident and problem management. 
  • Functional and business process knowledge of the Logistics and 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. 

 

Planning Only: 

  • 2-4 year experience or Knowledge of Microsoft Office suite of tools – Excel, Word, Outlook 
  • 2-4 year experience or Knowledge of database concepts and SQL/MS-SQL, PL/SQL. 
  • 2-4 year experience or Knowledge of Linux and Windows Operation System 

 

Supply Only: 

  • 2-4 year experience or Knowledge of Microsoft Office suite of tools – Excel, Word, Outlook 
  • 2-4 year experience or Knowledge of database concepts and SQL/MS-SQL, PL/SQL. 
  • 2-4 year experience or Knowledge of programming language i.e. Java, JavaScript, HTML, XML. 
  • 2-4 year experience or Knowledge of Linux and Windows Operation System. 

 

 

Logistics Only 

  • 2-4 year experience in windows application support 
  • 2-4 year Working knowledge of SQL, Microsoft SQL Server with working knowledge of Transaction SQL (T-SQL, Microsoft SQL) query knowledge 
  • 2-4 year experience in Linux server, basic navigation / process management / cron 
  • Knowledge on SOAP messaging, JSON, XML 

 

 

 

 

 

GTM Only 

  • 2-4 year experience or Knowledge of database concepts and SQL/MS-SQL, PL/SQL. 
  • 2-4 year experience or Knowledge of programming language i.e. Java, JavaScript, HTML, XML. 
  • 2-4 year experience or Knowledge of Linux and Windows Operation System. 
  • Knowledge of SQL is required, aptitude test is administered 
  • Knowledge of messaging protocol such as XML 
  • Understanding of EDI concepts 
  • Knowledge in windows application support 

 

P 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.

Create a Job Alert

Interested in building your career at e2open? Get future opportunities sent straight to your email.

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...

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.