Blue Yonder Job Title:

Sr Support Engineer 1

Overview:

The Sr Technical Support Analyst is responsible for troubleshooting and resolving technical issues and creating knowledge-based articles. They need to be detail-oriented, organized, and be able to manage time effectively in our challenging environment.

Scope:

In order to provide Technical and Functional support to Azure Cloud and On Prem Customers needs to use the extensive hands-on Systems Administration experience, exceptional communication skills (written and oral), strong leadership skills, experience working in the IT or Software industry, excellent prioritization skills, and attention to detail with a strong drive for success.

What you'll do:

• Use customer service, communication, and problem-solving skills to solve inquiries from JDA customers.
• Prioritize and troubleshoot complex problems and provide complete solutions to ensure a high level of JDA customer satisfaction
• Work as a support team member utilizing technical skills and product expertise resolving customer product issues.
• Ability to log and respond to customer support requests via phone, e-mail, and web interface.
• Coordinate calls with the customer.
• Exhibit a commitment to customer service while building customer partnerships.
• Successfully understand and triage customer issues, conducting any necessary technical research (code review, database queries, traces, debug, etc.) or team collaboration.
• Communicate technical product and solution expertise to internal and external customer.
• Provide updates and case statuses to customers and management.
• Act as product technical liaison between support and development teams.
• Follow operational guidelines for interacting with other associates.
• Promote knowledge transfer to influence positive change and strengthen the team's performance
• Fully document all case interactions and create documentation including Knowledge Base articles and expertly utilize support tools (WebEx) to expedite case resolution.
• Stay abreast of the latest technology trends

What we are looking for:

• Experience in SQL Server/Oracle and database administration with increasing levels of responsibility, SQL queries
• Experience in Application Development.
• Knowledge in Next Gen Skills (AppDynamics, Splunk, Azure, )
• Ability to review a problem analytically.
• Debugging skills, testing skills.
• Knowledge of release management.
• PC application software knowledge of various packages, interaction and setup.
• Must be well organized and able to handle multiple projects simultaneously.
• Excellent interpersonal and communications skills necessary to work effectively with other members of the global support team.
• Ability to manage customer expectations and empathize with a customer
• Flexible to work in shifts.
• Flexible to work on call and during weekends.
• Excellent verbal and written (English language) communication skills.
• Knowledge of JavaScript, extjs, C# .Net, C++
• Knowledge of Web Services/Web APIs
• Web Application - IIS
• Application Performance or Analytics Tools - App D and Splunk or any other. We can train on App D and Splunk as needed.
• Azure skills - architecture, performance monitor or advance skills.
• Technical expertise to support Assortment insights, Product Insights, Store Insights, w/ clustering, Shopper Insights and Anomaly Detection.

*LI-CW1

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 & Equality (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.