Senior Support Engineer 2 (BY SCPO/ BY Demand, Fulfillment)

Overview:

• Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor’s “Best Places to Work”
• Blue Yonder is the world leader in digital supply chain transformations and omni-channel commerce fulfillment. Our end-to-end, cognitive business platform enables retailers, manufacturers and logistics providers to best fulfill customer demand from planning through delivery. With Blue Yonder, you’ll unify your data, supply chain and retail commerce operations to unlock new business opportunities and drive automation, control and orchestration to enable more profitable, sustainable business decisions. Blue Yonder - Fulfill your Potential™
• Seeking an astute individual that has a strong technical foundation with the additional ability to be hands-on with the broader engineering team as part of the development/deployment cycle, and deep knowledge of industry best practices, with the ability to implement them working with both the platform, and the product teams.

What you'll do:

• Provide functional and/or technical support during customer upgrades, deployments, rollouts, and post-production phases
• Maintain positive customer relationships by resolving conflicts and issues, managing expectations, and instilling confidence in Blue Yonder Planning Solution Operate Team
• Provide advice to Blue Yonder partners and customers regarding industry best practices and process methodology
• Document learnings and create knowledge articles for repeated cases
• Bring in new ideas for automation, re-use and service improvements
• Understand the SaaS offering, features and functionality deployed for a given customer.
• Work closely with the Blue Yonder Planning SCPO Solution Experts for complex issue resolution including Product Development
• Continuous learning on latest Blue Yonder Planning Solutions.

What we are looking for:

Industry experience:

• 10+ years of experience in the Software/SaaS industry
• 5+ years of Supply chain domain experience
• Retail Experience with customer/client support in Supply Chain software
• Ideal candidate will have experience working with Blue Yonder products, specifically Supply Chain Planning solutions.
• Technical/Demonstrable experience with Blue Yonder suite of solutions preferred specifically, ESP (Enterprise Supply Planning), Demand, Fulfilment, Promotions, Inventory Optimization, SCPO Platform is strongly preferred.

Technical Skills:

Mandatory

• Expert in Database programming/Data Modeling using Oracle SQL and/or MS SQL
• Advanced knowledge with operating systems (e.g. Windows, UNIX, LINUX)
• Experience in scripting languages – Unix Shell Scripting, PowerShell, Python, Perl etc.
• Production support experience – Awareness of ITIL, Change Management, Process management.

Preferred:

• Cloud (Azure preferred), Log analysis and networking tools
• Strong knowledge of middleware (i.e. Weblogic, TomCat)
• Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)
• Demonstrates strong analytical and problem-solving skills.
• Experience with log analytic tools (Eg. APPD and Splunk)
• Basic understanding of job schedulers (Eg. Control-M, Autosys)

Soft Skills:

• Must have excellent communication and interpersonal skills to interact with a wide variety of internal personnel with emphasis on follow-through and reporting
• Ability to work calmly under pressure and meet deadlines
• Proven background to have managed multiple stakeholders in a global environment
• Must have strong multi-tasking skills
• Must be self-motivated and quick learner - New technologies, platforms, integrations
• Able to work flexible hours, including evenings, weekends, as warranted by the situation in critical times or to manage customer escalations
• Demonstrates initiative and is inquisitive
• Succeeds in a fast-paced environment
• Demonstrates the ability to work independently without losing team synergy
• Demonstrates customer service ethics and core values

Our current technical environments/Technical Stack & products:

• OS – Unix-RHEL, Windows 2008R2 and above.
• Supply chain products: SCPO (Demand & FF, ESP, Promotions, IO, S&OP)
• RDBMS – Oracle 11g and above and SQL/PLSQL 2012 and above, Snowflake
• BA tools – Cognos.
• Interface: SFTP, AS2, DMS, Blue Yonder connect
• Scripting – Perl, Shell, Python is desirable.
• Scheduling tools knowledge – Control-M is preferred