Sr Support Engineer I (WFM)

Blue Yonder Job Profile: Sr Support Engineer I

Overview:

The Senior Support Engineer I will support our SaaS customers to provide Solution/Product support on Work Force Management. 

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 BY WFM Solution WGS Team
•    Provide advice to BY 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 BY Solution Experts for complex issue resolution including Product Development
•    Continuous learning on latest BY Retail and WFM Solutions.

What we are looking for: 
Industry experience:
•    3+ years of Retail Workforce Management  experience
•    3+ years of experience in the Software/SaaS industry
•    Ideal candidate will have experience working with BY products, specifically WFM.
•    Technical experience with BY products preferred specifically, WFM
•    Experience with customer/client support in Supply Chain software

Technical Skills: 
•    Expert in Database programming/Data Modeling using Oracle SQL and MS SQL
•    Strong knowledge of middleware (i.e. Weblogic, TomCat)
•    Proficiency in Java / J2EE concepts – JDBC, C++
•    Cloud (Azure preferred), Log analysis and networking tools 
•    Advanced knowledge with operating systems (e.g. Windows, UNIX, LINUX)
•    Experience in scripting languages – Unix Shell Scripting, PowerShell, Python, Perl etc.

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

Education:
•    Bachelor’s degree required, major in Computer Applications, Industrial Engineering, Supply Chain Management, or other equivalent technical fields. Master’s degree preferred.

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.