This position focuses on supporting various Blue Yonder Retail solutions in Host/ERP space for Retail and Manufacturing verticals. The role involves working with cross-functional teams, providing technical and non-technical support during the steady state, analyzing issues, identifying root causes, and finding permanent solutions. The engineer will adhere to SLA, complete product certifications, document knowledge, and provide early visibility to technical challenges. Night shifts and out-of-hours support are required for 24x7 customer support.

Must Have

• Understand implemented solutions/products
• Analyze issues, identify root cause, and find permanent solutions
• Demonstrate strong expertise in SaaS technical toolsets like AppDynamics, Splunk
• Adhere to SLA based on customer case severity
• Complete assigned product certification courses
• Document learning and build knowledge content
• Provide early visibility and mitigation to technical challenges
• Work in complete night shift (10 PM - 6 AM) and provide OOH support
• Bachelor’s degree with 3 to 5 years of experience in Product Support / Implementation support
• Strong technical expertise in DBMS (SQL, Oracle) for application support, including writing, reviewing, and improving queries/procedures
• Hands-on experience in implementing/supporting Retail Host (PMM, Oracle, SAP) products
• Strong analytical/problem-solving skills
• Deep understanding of Customer business and processes

Good to Have

• Blue Yonder Retail Solutions Experience
• Worked on other Retail Host software from Oracle, Retek, SAP
• Knowledge in performance tuning techniques

Support Engineer 2 (Night Shift) - PLSQL, DBMS & AppD

Scope:

• Position is focused on supporting various Blue Yonder Retail solutions in Host / ERP 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 PMM / Merch Ops
• Cloud Architecture: MS Azure / Private Cloud
• Frameworks/Others: PL/SQL, RDBMS ,
• Frontend - ReactJS , NodeJS

What you’ll do:

• Understand the implemented solution/ products
• Analyze the issues, identify Root cause and find the permanent solution to any problem
• Demonstrates strong expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.:
• 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
• Expected to work in night shifts and provide OOH support to facilitate 24x7 customer support

What we are looking for:

• Expected to work in Complete Night Shift (10 PM - 6 AM) and provide OOH support to facilitate 24x7 customer support
• Bachelor’s degree minimum 3 to 5 years of experience in Product Support / Implementation support.
• Demonstrates strong technical expertise as required to support concerned solution, for e.g.,
• DBMS (ex: SQL, Oracle) for application support; writing, reviewing, and improving queries, procedures etc.
• Skill set and availability requirements as per the organization's needs
• Hands on experience in implementing / supporting for Retail Host (PMM , Oracle , SAP ) 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
• Blue Yonder Retail Solutions Experience is a plus
• Worked on other Retail Host software from Oracle , Retek, SAP
• Knowledge in performance tuning techniques is added advantage.
• Understanding and experience with the technical requirements for the product line assigned.
• Strong capability in cloud operational activities as per the requirements of concerned solution
• Understanding of various technical platforms and infrastructures.
• Understands Blue Yonders product suite so as to convey relationships and touch-points to the customer.
• Works with appropriate parties to ensure issues are resolved.