Support Engineer 2

2 Months ago • All levels • Software Development & Engineering

Job Summary

Job Description

The Support Engineer II role is part of a new team focused on providing rapid deployment and onboarding projects for the WMS (3PL and Retail Shipper) customer base. Responsibilities include acting as a liaison between various teams, being available for on-call emergencies, adhering to support policies, ensuring knowledge base content quality, developing knowledge articles, escalating critical issues, mentoring team members, conducting customer performance reviews, providing advice on industry best practices, supporting product implementation, and working in a cross-functional capacity. The role involves continuous improvement of solution stability and prevention of incidents. The candidate will be part of a team and resolve complex issues.
Must have:
  • Strong analytical and problem-solving skills.
  • Effective oral and written communication skills.
  • Familiarity with retail domain and order management systems.
  • Experience with scripting tools like JMeter and Selenium.
  • Experience with Azure and GCP cloud services.
  • Experience with tuning and extracting data from Cassandra and Mongo DB.
  • Use of Kafka.

Job Details

Job Profile - Support Engineer II

Overview

This role is a newly formed team within the Supply Chain execution and will be a pioneer in providing value-added rapid deployment and onboarding projects for our WMS (3PL and Retail Shipper) expedited growth customer base.

What you´ll do:

  • Acts as a liaison between Support Services, PMG, Consulting Services across products.
  • Available on call (on shift basis) for extreme emergencies / critical site down issues.
  • Demonstrates and adheres to best practices of all internal Support Services polices and procedures. 
  • Ensures quantity and quality content in the knowledge base.
  • Add value by developing knowledge article as well as working on operational improvements
  • Escalates issues that may have a negative financial or relationship impact. 
  • Mentors team associates in product knowledge and triage techniques.
  • Performs customer performance reviews and Health Checks.
  • Provides advice to customers and product / implementation teams regarding industry best practices and process methodology. 
  • Provides functional and/or technical support during a customers product implementation and "go-live" periods. 
  • Understands the business features and functionality to be provided by the product. 
  • Works in a cross-functional capacity to support quality design, development and testing. 
  • Works with other analysts to progress and resolve sensitive and complex issues, in addition to maintaining their assigned caseload.
  • Monitors and actions BY solutions for SaaS customers, Continuously improving solution stability by early detection and resolution, as well as outflow and recurrence prevention of incidents

What we're looking for:

  • Strong analytical/problem solving skills, ability to provide alternatives, root cause analysis, testing skills and ability to make thoughtful proposals
  • Must have effective oral and written communications skills and the ability to work successfully with internal and external stakeholders
  • Familiarity with retail domain and order management systems is a must
  • Experience with scripting tools like JMeter and selenium
  • Experience with Azure and GCP cloud services around deployments and monitoring
  • Experience with tuning, extracting data from Cassandra and/ Mongo DB
  • Use of Kafka

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.

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About The Company

We are a proven, passionate bunch of disruptors. Our work is all about tapping into your potential so we can deliver the best solutions and customer experiences on the planet. Collaboration, respect, and a great work-life balance earned us the title of "Best Place to Work- Employees' Choice" by Glassdoor. Our people are smart, creative, rock stars with over 400 patents and 10,000 people years of domain expertise. Blue Yonder is the world leader in digital supply chain and omni-channel commerce fulfillment. Our intelligent, end-to-end platform enables retailers, manufacturers and logistics providers to seamlessly predict, pivot and fulfill customer demand. With Blue Yonder, you can make more automated, profitable business decisions that deliver greater growth and re-imagined customer experiences. Blue Yonder - Fulfill your Potential.™

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