Support Engineer 2

Blue Yonder Title: Support Engineer 2

Other Comparable titles:

Technical Analyst, Functional Analyst, Software Support Analyst, Software Support Engineer

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:

Support Engineer 2 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 an Azure environment and provide Solution/Product support to our On Prem customers.

What you'll do:

Exceptional Customer Experience:

- Deliver outstanding customer experiences and provide solutions for BY customers.

- Case Management: Handle Low/Medium/High and Critical-severity customer cases and occasionally high severity cases, ensuring full ownership of the process.

- Proactive Monitoring: Manage internal cases generated by BY's monitoring tools.

- Quality Compliance: Participate in training to ensure adherence to SLAs, SLOs, and quality standards.

- Customer Satisfaction: Achieve satisfaction through ownership, engagement, and proactive behavior.

- Guidance Seeking: Work under supervision, actively seeking mentorship to improve work quality.

- Shift Flexibility: Be prepared to work shifts and outside normal hours as needed.

Collaboration and Communication:

- Engagement: Communicate passionately and empathetically with team members and stakeholders.

- Effective Communication: Maintain professionalism and empathy in all interactions, respecting cultural diversity.

Competency Development:

- Core Competencies: Develop knowledge in tools, technologies, products, and solution architecture.

- Product Training: Attend boot camps to learn product features for resolving issues.

- Business Process Understanding: Gain insight into customer business processes for better service.

- Cloud Models Knowledge: Build understanding of private, public, and hybrid Cloud models.

- Application Monitoring: Participate in health monitoring and proactively address availability issues.

Innovation and Teamwork:

- Customer-Centric Approach: Demonstrate commitment to customer needs and innovative collaboration.

- Feedback Seeking: Regularly seek feedback for personal development.

- Knowledge Contribution: Contribute to KCS by creating quality articles and identifying operational improvements.

- Continuous Learning: Identify opportunities for growth and support customer solutions.

What we are looking for:

Industry Experience:

- Experience in the supply chain domain is beneficial.

- Over 2 years in a customer-facing role in the software industry.

- Preferred experience with Blue Yonder products, especially in Supply Chain Planning solutions.

- Familiarity with the Blue Yonder SCPO platform is advantageous.

- Experience in the supply chain domain is beneficial.

Technical Skills:

- Develops fundamental skills for supporting Blue Yonder solutions.

- Proficient in Database Management Systems (SQL, Oracle) with query and procedure writing capabilities.

- Capable of code debugging.

- Provides platform support including API and MuleSoft integration troubleshooting.

- Basic skills in SaaS tools like AppDynamics and Splunk.

- Knowledgeable in operating systems (Windows, UNIX, LINUX).

Soft Skills:

- Demonstrates outstanding written and verbal communication along with strong interpersonal skills, facilitating effective interactions with diverse internal teams and external stakeholders, with a particular focus on follow-through and reporting.

- Possesses a mindset geared towards continuous improvement and employs lateral thinking.

- Self-driven and capable of rapidly acquiring knowledge about new technologies, platforms, and integrations.

- Exhibits the ability to remain composed under pressure while consistently meeting deadlines.

- Willing to work flexible hours, including evenings and weekends, as required during critical periods or to address customer escalations.

- Capable of handling on-call escalations effectively.

Education:

- A bachelor’s degree is required, preferably in Computer Applications, Industrial Engineering, Supply Chain Management, or related technical fields.

- Master’s degree in computer science or another equivalent technical field highly preferred

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.