Support Engineer 1 - TMS

Blue Yonder Title:
•    Support Engineer 1 (Cloud Applications /SaaS)
Other Comparable titles:
•    Techno-Functional Support Analyst

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 strong Application Support Experience in TMS or Supply Chain Domain.

Scope:
•    Deliver flawless application support to Blue Yonder customers by resolving complex solution issues 
•    Work on resolution of solution issues in collaboration with multiple Blue Yonder and customer stakeholders.
•    Deepen competency on end to end solution architecture, performance engineering and relevant SaaS tools OR business processes and industry domain 
•    Own customer solution and enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption and adoption of the service.
•    Use SaaS tools like Appd and Splunk, to provide faster resolution to solution issues.

Our current technical environment:
i. Demonstrates strong technical expertise as required to support concerned solution, for e.g.,
     - DBMS (ex: SQL, Oracle) for application support; writing, reviewing, and improving queries, procedures etc.
     - Code debugging
     - Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)
     - Troubleshooting Mobile application issues
ii. Demonstrates strong expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.:
     - to monitor application health and to investigate application issues.
     - to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues
What you’ll do:
- Delivers excellent customer experience by 
    - driving resolution of customer issues of high complexity and criticality including non-functional / performance related issues.
    - provides direction and inputs for Root Cause analysis and proposes prevention ideas.
- Proactively implements “Advanced Quality Prevention” quality plans including but not limited to
    - regular and proactive solution health monitoring process, tools and procedures
    - validation frameworks post application patching, upgrades and maintenance
- Assist in resolution of escalated and complex issues in collaboration with multiple Blue Yonder and customer stakeholders.
- Monitor and correct solution performance, stability, and sizing during customer roll-out phase
- Demonstrate high competency in end to end solution architecture, performance engineering and relevant SaaS tools and technologies OR business processes and industry domain

What we are looking for: 
•    Bachelor’s degree (STEM preferred) and minimum 7+ years of experience in Customer Support or Product Support
•    Strong Supply Chain domain experience
•    Transportation/Logistics Knowledge Preferable
•    Possess Strong Techno-Functional Expertise
•    Tech Savvy able to adapt to any technology faster
•    Experience of managing ERP products is preferred
•    ITIL Certification
•    Demonstrable experience, thorough knowledge, and interests in Cloud native architecture, Distributed micro-services, Multi-tenant SaaS solution and Cloud Scalability, performance and High availability
•    Experience with varied tools such as AppD & Splunk
Behavioral:
•    Demonstrates enhanced Customer communication & situation management skills.
•    Demonstrates balance between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products).
•    Possesses strong sense of urgency from both Customer and company perspective, defines priorities.
•    Global representatives for key initiatives and projects
•    Inspires others by demonstrating service mindset through consistently displaying customer centricity and ownership.
•    Proactively seeks 360 degree performance feedback. Works on self-development opportunities to achieve a holistic personal and professional development, continuously improves mentoring skills to help others.
•    Consistently keeps himself/herself up to date with learning opportunities to self develop his/her career path.

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.