IN-Expert Support Engineer

1 Month ago • 9-14 Years
Software Development & Engineering

Job Description

This position focuses on supporting Blue Yonder Planning solutions (Demand, Fulfillment, Supply Planning) for Retail and Manufacturing clients. The role involves providing technical and non-technical support, analyzing issues, identifying root causes, and ensuring data integrity. Responsibilities include adhering to SLAs, completing product certifications, documenting knowledge, and proactively addressing technical challenges. The engineer will also collaborate on solution design, manage new rollouts, handle change requests, and improve customer KPIs.
Good To Have:
  • Knowledge in performance tuning techniques
Must Have:
  • Understand implemented solution/products
  • Analyze issues, identify root cause, find permanent solutions
  • Adhere to SLA based on customer case severity
  • Complete product certification courses assigned
  • Document learning and building knowledge content
  • Provide early visibility and mitigation to technical challenges
  • Represent product and portfolio confidently
  • Be a key stakeholder during Solution design phase
  • Collaborate with Solution/Technical architect(s) to stabilize the system
  • Enhance/Change design based on new business requirements
  • Single Point of contact for all customer requests
  • Manage/Support new roll outs/deployments
  • Handle change requests/enhancements
  • Improve various KPIs for the customer
  • Bachelor’s degree
  • Minimum 9 to 14 years of experience in Product Support / Implementation support
  • Hands on experience in implementing / supporting Demand & Fulfillment products for multiple customers
  • Deep understanding of Customer business and processes
  • Understanding and experience with technical requirements for product line
  • Understanding of various technical platforms and infrastructures
  • Understand Blue Yonder's product suite
Perks:
  • Great work-life balance

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Scope

Position is focused on supporting various Blue Yonder Planning solutions in Demand/Fulfillment/Supply Planning space across Retail and Manufacturing verticals. Needs to work with cross functional teams including Product Development, Consulting and Support services. Provides technical and non-technical support during the Steady state period. Provides primary user support and verifies that the system provides the required business functions and maintains data integrity.

Our current technical environment:

  • Software: Blue Yonder Demand, Blue Yonder Fulfillment, Blue Yonder ESP, Blue Yonder Inventory Optimization Cloud
  • Architecture: MS Azure
  • Frameworks/Others: PL/SQL, RDBMS

What you’ll do:

  • Understand the implemented solution/ products
  • Analyze the issues, identify Root cause and find the permanent solution to any problem
  • Adheres to SLA based on the severity of the customer cases.
  • Complete the product certification courses assigned.
  • Document the learning and building the knowledge content
  • Provide early visibility and mitigation to technical challenges through the journey.
  • Confidently represents product and portfolio, including vision and functional and technical roadmaps, within the company and, when necessary, to strategic customers
  • Should be one of the key stakeholders during Solution design phase and understand the scope for the specific solution/process flow for the designated customer
  • Should collaborate with Solution/Technical architect(s) to stabilize the system
  • Enhance/Change the design based on new business requirements by the customer
  • Single Point of contact for all customer requests for the designated solution
  • Manage/Support new roll outs/deployments and handle change requests/enhancements
  • To improve various KPIs for the customer

What we are looking for:

  • Bachelor’s degree
  • minimum 9 to 14 years of experience in Product Support / Implementation support.
  • Skill set and availability requirements as per the organization's needs
  • Hands on experience in implementing / supporting Demand & Fulfillment products for multiple customers.
  • Strong analytical/problem solving skills, ability to provide alternatives, root cause analysis, testing skills and ability to make thoughtful proposals are also among the skills required
  • Deep understanding of Customer business and processes
  • Worked on other Supply Chain Planning software like SAP-IBP/ APO, o9, Kinaxis, Relex
  • Knowledge in performance tuning techniques is added advantage.
  • Understanding and experience with the technical requirements for the product line assigned.
  • Understanding of various technical platforms and infrastructures.
  • Understand Blue Yonder's product suite so as to convey relationships and touch-points to the customer.
  • Works with appropriate parties

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