Scope:

• This role is responsible for delivering flawless, proactive application support to BY Tier‑1 customers by resolving complex and escalated solution issues, improving solution reliability, and driving customer satisfaction, consumption, and adoption of SaaS solutions. The position acts as a Senior Solution SME, owning customer solutions end‑to‑end, influencing solution design for operability and performance, and mentoring support engineers.

Our current technical environment:

• Software:

• Enterprise SaaS applications,

• Monitoring and observability platforms (Kibana, OCI, OEM, Nagios etc.)

• OCI/Azure

• Putty, VS Code, ServiceNow, Jira, Confluence, Sharepoint

• Oracle, MariaDB, RestAPI,

• Application Architecture:

• End‑to‑end multi‑tier architectures including client/server, database, middleware, and integrations

• Integration with external systems and devices via APIs and middleware

• Cloud Architecture:

• Microsoft Azure-based and OCI SaaS and containerized deployments

• Kubernetes-based workloads

• PaaS, serverless, scale-set based deployment models

• CI/CD pipelines using GitHub, Jenkins

• Azure automation, cost optimization, and operational insights

• Frameworks/Others:

• Web servers (Tomcat)

• Application frameworks (Java, React)

• Scripting (PowerShell, Batch, groovy)

• Performance and diagnostic tools

• Performance testing tools ex. Jmeter

• Automation and monitoring (Python, RPA)

What you’ll do:

• Deliver excellent customer experience through proactive and innovative application support for BY customers

• Lead resolution of complex, critical, and escalated solution issues, including performance and functional and non-functional challenges

• Act as lead SME working with multiple BY internal teams and customer stakeholders

• Own customer solutions with end‑to‑end accountability for stability, performance, and service outcomes

• Collaborate with TAMs and CSMs to improve SaaS consumption, adoption, and business value realization

• Engage early in customer implementation and rollout projects to ensure operability, scalability, and seamless transition into Operate

• Monitor and correct solution performance, sizing, and stability during customer rollout phases

• Track customer adoption and consumption metrics, analyze trends, and recommend improvement actions

• Drive early detection, issue outflow prevention, and recurrence prevention strategies

• Act as Senior Solution SME by mentoring support engineers, conducting product and technical trainings, and acting as JIRA gatekeeper to prevent low-quality inflow to Product Development

• Collaborate cross‑functionally with Deploy, Technical Services, Product, Infrastructure teams, partners, and service integrators

• Lead with professionalism, empathy, and strong customer communication, fostering trusted customer relationships

• Perform On-call responsibilities.

What we are looking for:

• Education: Bachelor’s or master’s degree in engineering, Computer Science, Information Technology, or related field

• Years of Experience: Significant experience in multi-echelon enterprise application support, SaaS operations, or solution engineering in complex customer environments

• Experience in Supporting multi-tenant and multi-echelon enterprise SaaS customers

• Resolving escalated, complex, and performance‑critical application issues

• Customer-facing roles with ownership of production solutions

• Agile and multi‑sprint project environments

• Solution rollout, hypercare, and steady-state operations

• On-call support for alerts.

• Technical:

• Databases (SQL, Oracle): query writing, optimization, performance tuning

• Code debugging and root cause analysis

• API and platform integrations

• Mobile application troubleshooting

• Application monitoring, observability, and incident analysis

• Product & Domain:

• Deep understanding of BY Network product features and capabilities

• Strong knowledge of relevant industry domains and customer business processes

• Ability to conduct value-based customer conversations

• Strong understanding of SaaS adoption, consumption, and value KPIs

• Solution Architecture & Performance Engineering:

• End‑to‑end solution architecture across application, integration, and infrastructure layers

• Azure and OCI cloud technologies including containerization, Kubernetes, PaaS, and serverless models

• Deployment automation, CI/CD pipelines, and operational monitoring

• Performance engineering including DB optimization, UI and batch performance tuning, root cause analysis for critical issues.

• Proactive KPI-based performance review and continuous improvement

• Behavioural:

• Strong leadership in customer-facing critical incident and escalation management

• Excellent communication, collaboration, and stakeholder management skills

• Customer-centric mindset with strong sense of ownership and urgency

• Ability to balance technical depth with people, process, and values

• Commitment to continuous learning, mentoring, and self-development

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.