This position is required to:
- provide excellent customer experience and solution support to Blue Yonder customers
- passionately collaborates and engages within and beyond his/her team with empathy
- build core competency with the tools and technologies, product and domain, solution architecture etc.
- consitently demonstrates customer centricity and relentless attitude to innovate through team work
a) Seamless Application Support to Blue Yonder Customers
- Resolves customer cases mostly with low/medium severity; occasionally high/critcal. Displays end-to-end ownership.
- Resolves internal proactive monitoring cases generated by Blue Yonder internal tools
- Attends case quality training and ensures adherence to SLA/SLO and quality practices
- Obtains customer satisfaction by displaying ownership, engagement and pro-activeness
- Work is frequently supervised by the leads or mentors. Constantly seeks guidance to improve the quality.
- Expected to work in shifts and provide OOH support to facilitate 24x7 customer support
b) Communication and Collaboration
- Communicates (verbal and written) effectively with the customers
- Collaborates relentlessly, passionately and respectfully with various Blue Yonder teams and partners
- Displays professionalism and empathy during internal and external conversations. Appreciates cultural differences.s.
c) Building Competency
- Technical
i. Builds basic skills on the following and not limited to:
- DBMS (ex: SQL, Oracle) ; ability to write database queries, procedures for application support.
- Code debugging
- Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)
- Troubleshooting Mobile application issues
ii. Builds basic skills on contemporary SaaS technical toolsets like AppDynamics, Splunk etc.
- Product and Domain:
i. Attends product boot-camp and learns standard product features to resolve non-complex issues
ii. Acquires basic domain knowledge to understand the business processes of the customers
- Solution Architecture:
i. Builds basic understanding of different Cloud models - private, public, hybrid
ii. Builds basic understanding of solution architecture and application deployment framework
iii. Builds basic understanding of Azure concepts like:
- Native SAAS or containerized applications, Kubernetes
- Azure deployment models (ex: serverless / PAAS, scaleset, ASR)
- Azure automations and CI CD pipeline - GitHub, Jenkins
iv. Actively engages in application health monitoring using M&D tools
v. Pro-actively identifies application availability issues and resolves them using defined resolution methods
- Behavioral:
i. Develops service mindset ~ constantly displays customer-centricity and ownership
ii. Seeks regular perfomance feedback and works on self-development
iii. Pro-actively identifies learning opportunities
d) Value Addition
- Contributes to Knowledge Centered Support (KCS) by:
i. creating quality articles with minimal guidance from leads or mentors
ii. leveraging existing articles to provide faster resolution to solution issues
- Identifies opportunities for operational improvements (ex: automation, process changes etc.)
i. identifies opportunities pro-actively and discusses with leads or mentors
ii. Collaborates with others to implement and operationalize
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.
Skills Required
- Provide excellent customer experience and solution support
- Work shifts and provide out-of-hours (OOH) 24x7 customer support
- Effective verbal and written communication with customers
- Ability to write database queries and procedures (SQL, Oracle)
- Code debugging skills
- Platform support engineering and API/MuleSoft integration troubleshooting
- Troubleshooting mobile application issues
- Familiarity with SaaS monitoring tools like AppDynamics and Splunk
- Basic understanding of cloud models and Azure concepts (containerized apps, Kubernetes, serverless, PaaS, scale sets, ASR)
- Familiarity with CI/CD pipelines and tools (GitHub, Jenkins)
- Willingness to attend product boot-camp and learn product/domain knowledge
- Contribute to Knowledge Centered Support (create articles, use existing articles)
- Collaborate with teams, show empathy, customer-centric mindset and ownership
- Identify and discuss operational improvement opportunities (automation, process changes)
Blue Yonder Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Blue Yonder and has not been reviewed or approved by Blue Yonder.
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Leave & Time Off Breadth — PTO is described as generous or “unlimited” in the U.S., alongside paid holidays, sick time, and two paid volunteer days. These policies are often highlighted as strengths that support work–life balance.
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Flexible Benefits — Remote-work options and flexible arrangements are emphasized as part of the package. This flexibility is valued alongside compensation and can help offset middling pay for some roles.
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Healthcare Strength — Medical, dental, and vision coverage are provided, with mental health/EAP support and HSA/FSA options referenced. These core coverages are portrayed as solid and comprehensive.
Blue Yonder Insights
What We Do
Blue Yonder is the world leader in digital supply chain and omni-channel commerce fulfillment. Our intelligent, end-to-end platform enables retailers, manufacturers and logistics providers to seamlessly predict, pivot and fulfill customer demand. With Blue Yonder, you can make more automated, profitable business decisions that deliver greater growth and re-imagined customer experiences. Blue Yonder - Fulfill your Potential Blue Yonder’s tagline “Fulfill Your Potential” reflects the company’s mission to empower every organization and person on the planet to fulfill their potential. Each day, our global teams of associates and business partners work together to accelerate global economic growth, increase sustainability and prosperity with a Sonoran Spirit.
