Expert Support Engineer

Blue Yonder Title:

Sr Support Engineer 1 (Cloud Applications/ Operate-SaaS)

Other Comparable titles:

Sr Business Consultant- Cloud, Sr Technical Consultant- Cloud

Overview:

Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor’s “Best Places to Work”
Seeking an astute individual that has a strong techno functional foundation with the additional ability to be hands-on with the broader Cloud team as part of the product support, and deep knowledge of industry best practices, with the ability to supply chain & product issues, and work with the product teams.

Scope:

Position is focused on supporting various Blue Yonder Planning solutions in Demand/Fulfillment/Supply Planning space across Retail and Manufacturing verticals.
Needs to work with cross functional teams including Product Development, Consulting and Support services.
Provides technical and non-technical support during the Steady state period. Provides primary user support and verifies that the system provides the required business functions and maintains data integrity.

Our current technical environment:

Software: Blue Yonder Demand, Blue Yonder Fulfillment, Blue Yonder Inventory Optimization
Cloud Architecture: MS Azure 
Frameworks/Others: PL/SQL, RDBMS

What you’ll do:

Understand the implemented solution/ products
Analyze the issues, identify Root cause and find the permanent solution to any problem
Adheres to SLA based on the severity of the customer cases.
Complete the product certification courses assigned.
Document the learning and building the knowledge content
Provide early visibility and mitigation to technical challenges through the journey.
Confidently represents product and portfolio, including vision and functional and technical roadmaps, within the company and, when necessary, to strategic customers
Should be one of the key stakeholders during Solution design phase and understand the scope for the specific solution/process flow for the designated customer
Should collaborate with Solution/Technical architect(s) to stabilize the system
Enhance/Change the design based on new business requirements by the customer
Single Point of contact for all customer requests for the designated solution
Manage/Support new roll outs/deployments and handle change requests/enhancements
To improve various KPIs for the customer

What we are looking for: 

• Bachelor’s degree minimum 5 to 8 years of experience in Product Support / Implementation support.

Skill set and availability requirements as per the organization's needs
Hands on experience in implementing / supporting Demand & Fulfillment products for multiple customers.
Strong analytical/problem solving skills, ability to provide alternatives, root cause analysis, testing skills and ability to make thoughtful proposals are also among the skills required
Deep understanding of Customer business and processes
Worked on other Supply Chain Planning software like SAP-IBP/ APO, o9, Kinaxis, Relex
Knowledge in performance tuning techniques is added advantage.
Understanding and experience with the technical requirements for the product line assigned.
Understanding of various technical platforms and infrastructures.
Understands Blue Yonders product suite so as to convey relationships and touch-points to the customer.
Works with appropriate parties to ensure issues are resolved.

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

Diversity, Inclusion, Value & Equity (DIVE) is our strategy for fostering an inclusive environment we can be proud of. Check out Blue Yonder's inaugural Diversity Report which outlines our commitment to change, and our video celebrating the differences in all of us in the words of some of our associates from around the world.

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.