Support Engineer 2

2 Months ago • 3-5 Years • Software Development & Engineering

Job Summary

Job Description

The Support Engineer will focus on supporting BY Planning solutions in the Demand, Fulfillment, and Supply Planning space across Retail and Manufacturing verticals. This role involves collaborating with cross-functional teams, providing technical and non-technical support, and ensuring system functionality and data integrity. Key responsibilities include analyzing issues, identifying root causes, finding solutions, adhering to SLAs, documenting knowledge, and representing the product. The engineer will also be involved in solution design, managing deployments, and improving KPIs. The ideal candidate should have a strong technical background and experience in product support or implementation support, with a deep understanding of customer business and processes.
Must have:
  • 3-5 years of Product Support experience.
  • Experience with Demand & Fulfillment products.
  • Strong analytical/problem solving skills.
Good to have:
  • Experience with other Supply Chain Planning software
  • Knowledge in performance tuning techniques

Job Details

Scope:

•            Position is focused on supporting various BY Planning solutions in Demand/Fulfillment/Supply Planning 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.

Overview:

  • Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor’s “Best Places to Work
  • Seeking an astute individual that has a strong techno functional foundation with the additional ability to be hands-on with the broader Cloud team as part of the product support, and deep knowledge of industry best practices, with the ability to supply chain & product issues, and work with the product teams.

Scope:

  • Position is focused on supporting various BY Planning solutions in Demand/Fulfillment/Supply Planning 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: BY Demand, BY Fulfillment, BY Inventory Optimization
  • Cloud Architecture: MS Azure 
  • Frameworks/Others: PL/SQL, RDBMS

What you’ll do:

  • Understand the implemented solution/ products
  • Analyze the issues, identify Root cause and find the permanent solution to any problem
  • 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

What we are looking for:

  • Bachelor’s degree minimum 3 to 5 years of experience in Product Support / Implementation support.
  • Skill set and availability requirements as per the organization's needs
  • Hands on experience in implementing / supporting Demand & Fulfillment 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
  • Worked on other Supply Chain Planning software like SAP-IBP/ APO, o9, Kinaxis, Relex
  • Knowledge in performance tuning techniques is added advantage.
  • Understanding and experience with the technical requirements for the product line assigned.
  • Understanding of various technical platforms and infrastructures.
  • Understands BYs product suite so as to convey relationships and touch-points to the customer.
  • Works with appropriate parties to ensure issues are resolved.

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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