- Own end-to-end incident management for high-severity customer issues: triage, diagnosis, remediation, and post-incident reviews.
- Perform advanced troubleshooting across application stacks, integrations, databases, messaging/streaming layers, and cloud infrastructure (AWS/Azure/GCP).
- Collaborate with Engineering, DevOps, Product, and Security teams to escalate and resolve product defects, performance issues, and interoperability problems.
- Drive RCA (root cause analysis) and implement or recommend fixes, configuration changes, or workarounds; ensure follow-through to closure.
- Create and maintain runbooks, troubleshooting guides, KB articles, and automation (scripts, playbooks) to accelerate resolution and enable lower-level support.
- Mentor and coach junior support engineers; provide technical leadership on complex cases.
- Participate in on-call rotations and after-hours incident response as needed; follow established SLAs and escalation procedures.
- Analyze support trends and metrics to identify systemic issues and propose product or process improvements.
- Assist customers with installations, upgrades, health checks, and performance tuning for both cloud and on-prem deployments.
- Communicate clearly and empathetically with customers, providing timely updates and managing expectations during incidents.
- 5+ years of experience in technical support, systems administration, SRE, or similar customer-facing technical roles supporting enterprise software.
- Strong troubleshooting skills across application stacks, operating systems (Linux/Windows), databases (e.g., PostgreSQL, MySQL, Oracle), and networking fundamentals.
- Experience with cloud platforms (AWS, Azure, or GCP) and common cloud services (compute, networking, storage, IAM, monitoring).
- Proficiency with log analysis, metrics/observability tools (e.g., ELK/EFK, Prometheus, Grafana), and diagnostic tooling.
- Comfortable with scripting and automation (Python, Bash, PowerShell, or similar) to build repeatable diagnostics and fixes.
- Experience using ticketing systems (e.g., Jira, ServiceNow) and working to SLA-driven processes.
- Strong customer-facing communication skills — able to explain complex technical issues to technical and non-technical stakeholders.
- Bachelor’s degree in Computer Science, Information Systems, or equivalent experience (or comparable professional experience).
- Experience supporting SaaS or multi-tenant enterprise platforms and integrations (APIs, message brokers, ETL).
- Familiarity with containerization and orchestration (Docker, Kubernetes) and infrastructure-as-code (Terraform/CloudFormation).
- Background in supply chain, retail, or logistics software domains.
- Certifications such as AWS/Azure/GCP associate-level, Linux+, or relevant vendor certifications.
- Experience with performance tuning, capacity planning, and automated remediation frameworks.
- Customer-centric mindset: prioritizes customer outcomes and clarity in communication.
- Strong analytical skills and methodical approach to problem solving.
- Calm under pressure and effective in incident-driven environments.
- Collaborative: works well across engineering, product, and operations teams.
- Continuous improvement: documents learnings and drives automation to reduce toil.
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
- 5+ years of experience in technical support, systems administration, SRE, or similar customer-facing technical roles supporting enterprise software
- Strong troubleshooting skills across application stacks, operating systems (Linux/Windows), databases, and networking fundamentals
- Experience with cloud platforms (AWS, Azure, or GCP) and common cloud services
- Proficiency with log analysis and observability tools
- Comfortable with scripting and automation to build repeatable diagnostics and fixes
- Experience using ticketing systems and working to SLA-driven processes
- Strong customer-facing communication skills
- Bachelor's degree in Computer Science or equivalent experience
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.
