Support Engineer 1 - SQL, Unix, Application Support, Performance Tuning

Overview:

The Blue Yonder Planning support Team is responsible for improving customer experience by proactively resolving upstream product issues, address incidents and service requests, deployment problems, and enhancing support capabilities through tools, technology, and subject matter expertise. For our SaaS customers, we handle all aspects of solution support, including proactive monitoring, application support, product support, change requests, service requests, as well as end-to-end workflow support. To achieve success, we work in an integrated model, collaborating closely with other cross-functional/development teams to foster a more controlled environment.

Scope:

Blue Yonder is currently undergoing a tremendous SAAS/DevOps transformation, making it an incredibly exciting time to join our team! You will be responsible for collaborating with global Product Development, Functional, and Technical teams in various customer engagements. The role will involve gathering and understanding technical and functional issues reported by customers / consultants and driving towards solutions and fixes. Additionally, the individual will work closely with regional customers and internal stakeholders (consultants, support and cloud operations, infrastructure, security, product development… teams) to implement and support our designed products and solutions, effectively meeting business requirements while ensuring supportability and customer satisfaction.

What you'll do:

• Provide functional and/or technical support to customer upgrades, deployments, rollouts, and post-production phases.
• Understand and triage critical/complex customer issues, conducting any necessary technical research, and create knowledge articles for recurring cases.
• Provide direction and inputs for Root Cause Analysis and proposes prevention ideas.
• Contribute to achieve site reliability engineering KPI targets
• Drive and executes operational improvements (ex: automation, process changes etc.)
• Communicate product and solution expertise to internal teams and customers.
• Understand the SaaS offering, features, and functionality deployed for a given customer.
• Work closely with Product Development to improve product quality.
• Engage early in implementation and work on case deflection.

What we are looking for:

Industry Experience:

• Minimum 2-4 years of experience in customer facing SaaS supply chain solution support / consulting, Devops
• Knowledge in BlueYonder / JDA Demand Planning product will be added advantage.
• Experience working with Blue Yonder products, specifically Supply Chain Planning solutions (Enterprise Supply Planning, Supply Chain Planner, Demand, Fulfillment, Sales and Operation Planning, Order Promiser…)
• Supply chain domain experience and exposure to DevOps is preferred.
• Previous experience providing software support to customers in on-premise and/or cloud-hosted environments; preference given to those with Microsoft Azure and SaaS solution support experience.
• Possesses basic knowledge of relevant industry domain and business processes of the customers.
• Understands SAAS consumption, adoption and business value KPIs related to planning solution.

Technical Skills:

• Experience with Oracle database and/or WebLogic, Java preferred.
• Demonstrates strong analytical and problem-solving skills.
• Programming language experience in Java/J2EE concepts – JDBC, C++.
• Knowledge of operating systems (e.g., Windows, UNIX, LINUX).
• Understanding of scripting languages – Unix Shell Scripting, PowerShell, Python, etc.

Soft Skills

• Must have excellent communication and interpersonal skills to interact with global customers, business users and internal personnel, with an emphasis on follow-through and reporting.
• Collaborates relentlessly, passionately and respectfully with various BY teams, customers and partners.
• Leads by example demonstrating professionalism during internal and external conversations, understands cultural differences and diversity.
• Balances between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products)
• Must be self-motivated and a quick learner - adapt to new technologies, platforms, and integrations.
• Able to work flexible hours, including evenings and weekends, as warranted by critical situations or to manage customer escalations.

Education

• Bachelor’s degree (STEM (Civil engineering, Aerospace Engineering, Electrical Engineering, Electronics, Mechanical Engineering, and Industrial Engineering) preferred)

Behavioral

• Exhibits service mindset by consistently displaying customer centricity and ownership.
• Seeks regular performance feedback and works on self-development opportunities to achieve a holistic personal and professional development.
• Pro-actively identifies learning opportunities and career path.