Support Engineer 2 - BY TMS/Transportation Management
Job Description
- Preferably Blue Yonder TMS knowledge, else basic Supply Chain domain experience.
- Tech Savvy able to adapt to any technology faster.
- Good Team Player.
- Deliver flawless application support to Blue Yonder customers.
- Resolve complex solution issues.
- Drive resolution of escalated and complex solution issues.
- Deepen competency on end-to-end solution architecture and relevant SaaS tools or business processes.
- Own customer solution to enhance stability and service quality.
- Understand customer raised issues and take appropriate actions.
- Review product source code or design document as necessary.
- Own and resolve all cases for global customers, adhering to defined SLAs.
- Document learnings and create knowledge articles.
- Replicate and maintain customer environments.
- Maintain knowledge of customer solution and customization.
- Act as Techno-functional POC for all cases.
- Work in shifts and be flexible with timings.
- Bachelor’s degree (STEM preferred) and minimum 4 to 6 years experience.
- Strong DBMS (SQL, Oracle) skill set with at least 4 years hands-on.
- Good Communication and Strong Analytical Skills.
- Prior support experience with fair knowledge on handling issues within SLAs.
- Possess Strong Techno-Functional Expertise.
- Experience with varied tools such as AppD, Splunk, SNOW.
Scope:
- Deliver flawless application support to Blue Yonder customers by resolving complex solution issues.
- Drive resolution of escalated and complex solution issues in collaboration with multiple Blue Yonder and customer stakeholders.
- Deepen competency on end-to-end solution architecture and relevant SaaS tools OR business processes and industry domain.
- Own customer solution and enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption, and adoption of the service.
Our current technical environment:
- 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.
- Troubleshooting Application issues
- Demonstrates strong expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.:
- to monitor application health and to investigate application issues.
- to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues
What you’ll do:
- Delivers excellent customer experience by
- Understanding customer raised issues and take appropriate actions to resolve the same – Cloud /SaaS
- Reviewing the product source code or design document as necessary
- Owning and resolve all cases for global customers, adhering to defined SLA’s
- Documenting learnings and create knowledge articles for repeated cases
- Replicating and maintain customer environments
- Maintaining knowledge of customer solution and customization
- Demonstrating sense of urgency and swiftness with all customer interactions
- Acting as Techno-functional POC for all cases and ensure timely triage and assignment
- Utilizing instant messenger and other tools to collaborate globally
- Working in shifts and being flexible with the timings
- Meeting organization and team level goals
- Improving Customer Satisfaction by providing quality and timely solutions to reported issues and follow-up until case closure
- Identifying areas of improvement and scope of automation on routine tasks or activities
- Helping in meeting team level goals and be a team player
What we are looking for:
- Bachelor’s degree (STEM preferred) and minimum 4 to 6 years.
- Strong DBMS (ex: SQL, Oracle) skill set with atleast 4 years hands on.
- Good Communication and Strong Analytical Skills
- Person with prior support experience with fair knowledge on handling issues within SLA’s
- Preferably Blue Yonder TMS knowledge, else basic Supply Chain domain experience
- Person who can communicate flawless with Customer and other stakeholders.
- Possess Strong Techno-Functional Expertise
- Tech Savvy able to adapt to any technology faster.
- Experience with varied tools such as AppD & Splunk, SNOW
- Good Team Player.
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.
About Us
Who are we?
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.
What do we do?
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. ™ blueyonder.com
“Blue Yonder” is a trademark or registered trademark of Blue Yonder, Inc. Any trade, product or service name referenced in this document using the name “Blue Yonder” is a trademark and/or property of Blue Yonder, Inc.
Blue Yonder, Inc.
15059 N Scottsdale Rd, Ste 400
Scottsdale, AZ 85254
