Support Engineer 1

Title: Support Engineer 1

Comparable Titles: Technical Analyst, Functional Analyst, Software Support Analyst, Software Support Engineer

Location: Monterrey, MX

Overview

BY Planning Operate (Support) Team is responsible for working with our global customer base to support the Supply Chain Solution during onboarding, go-live, and steady state phases of their implementation. For our SaaS & Cloud customers, we handle all aspects of solution support, including proactive monitoring, application support, product support, change request, service request, as well as End-to-End workflow support. To help achieve success, we are working in an integrated model to work closely with other cross-functional / development teams to drive a more controlled environment.

The team currently consists of 200+ global associates across Americas (NA/LATAM), EMEA, APAC, and India, while supporting 500+ global customers on SaaS, Private Cloud, and On Premise.

Scope:

Blue Yonder is undergoing tremendous SAAS/DevOps transformation and this is a very exciting time to join our team! The Support Engineer will be responsible for working with global functional & technical teams under various customer engagements to gather and understand the technical / functional reported issues/problems and drive towards solutions and fixes. The Individual will work with regional customers/stakeholders to rollout, support our designed products / solutions to efficiently satisfy business requirements, while balancing complexity to ensure processes are supportable and meet customer satisfaction. The Support Engineer will work as a Squad member to support our SaaS customers on Azure environment and provide Solution/Product support to our On Prem customers.

What you'll do:

- Provide excellent customer experience and solution support to BY customers

· Resolves customer cases mostly with low/medium severity; occasionally high/critcal. Displays end-to-end ownership.

· Resolves internal proactive monitoring cases generated by BY 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

· Learn & support a customer solution as required, understand service quality and consumption and adoption of the service

· May be expected to work shifts and Out of Office Hours (OOH) based on workload and in line with with the terms of the contract and country legislation

- Passionately collaborates and engages within and beyond his/her team with empathy

· Communicates (verbal and written) effectively with customers

· Collaborates relentlessly, passionately and respectfully with various BY teams and partners

· Displays professionalism and empathy during internal and external conversations. Appreciates cultural differences.

- Build core competency with the tools and technologies, product and domain, solution architecture etc.

· Attends product boot-camp and learns standard product features to resolve non-complex issues

· Acquires basic domain knowledge to understand the business processes of the customers

· Builds basic understanding of different Cloud models - private, public, hybrid

· Builds basic understanding of solution architecture and application deployment framework, relevant for a given BY solution

· Builds basic understanding of Azure concepts relevant for given BY solution

· Actively engages in application health monitoring using applicable Monitoring & Diagnostic (M&D) tools

· Pro-actively identifies application availability issues and resolves them using defined resolution methods

- Consistently demonstrates customer centricity and relentless attitude to innovate through teamwork

· Develops service mindset ~ constantly displays customer-centricity and ownership

· Seeks regular performance feedback and works on self-development

· Pro-actively identifies learning opportunities

· Contributes to Knowledge Centered Support (KCS) by:

· Creating quality articles with minimal guidance from leads or mentors

· Leveraging existing articles to provide faster resolution to solution issues

· Identifies opportunities for operational improvements (ex: automation, process changes etc.)

· Identifies opportunities pro-actively and discusses with leads or mentors

· Collaborates with others to implement and operationalize

- Learn & support a customer solution as required, understand service quality and consumption and adoption of the service

What we are looking for:

Industry experience:

· 2+ Years Experience in a Customer-facing Software Industry role; preference given to software support or software consulting roles

· Experience working with BY products preferred, specifically Supply Chain Planning solutions. Functional knowledge of Blue Yonder SCPO Platform a major plus

· Supply chain domain experience a plus

Technical Skills:

− Builds basic skills as required to support a given BY solution

− DBMS (ex: SQL, Oracle); ability to write database queries, procedures for application support.

− Code debugging, as applicable

− Platform support engineering (ex: API and/or Mulesoft integration troubleshooting), as applicable

− Builds basic skills on relevant contemporary and up to date SaaS technical toolsets like AppDynamics, Splunk etc.

− Knowledge with operating systems (e.g. Windows, UNIX, LINUX)

Soft Skills:

· Must have excellent communication and interpersonal skills to interact with a wide variety of internal and external personnel with emphasis on follow-through and reporting

· Ability to work calmly under pressure and meet deadlines

· Must be self-motivated and quick learner - New technologies, platforms, integrations

· Able to work flexible hours, including evenings, weekends, as warranted by the situation in critical times or to manage customer escalations

· Demonstrates initiative and is inquisitive

· Enjoys working in a team-oriented and fast-paced environment

Education:

· Bachelor’s degree required, major in Computer Applications, Industrial Engineering, Supply Chain Management, or other equivalent technical fields.

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.