Support Engineer - SCM, JDA/BY Product Support, PLSQL

Scope:

• Blue Yonder is currently undergoing significant SaaS and DevOps transformation, making this an exciting time to join our team.
• In this role, you will collaborate with global Product Development, Functional, and technical teams across diverse customer engagements.

Our Technical Environment:

• Oracle database/Sql and/or WebLogic, Java preferred.
• Programming languagesJava/J2EE concepts – JDBC, C++.
• Knowledge of operating systems (e.g., Windows, UNIX, LINUX).
• Understanding of scripting languages – Unix Shell Scripting, PowerShell, Python, etc.
• Snowflake knowledge is an addition.

What you'll do:

• Gathering, analyzing, and understanding technical and functional issues reported by customers or consultants, and driving these towards effective solutions and fixes.
• Working closely with regional customers and internal stakeholders—including consultants, support and cloud operations, infrastructure, security, and product development teams—to implement and support designed products and solutions.
• Ensuring business requirements are met while maintaining product supportability and delivering a high level of customer satisfaction.
• Understand and triage critical/complex customer issues, conducting any necessary technical research, and create knowledge articles for recurring cases.
• Provide direction and inputs for Root Cause Analysis and proposes prevention ideas.
• Provide functional and/or technical support during customer upgrades, deployments, rollouts, and post-production phases.
• Contribute to achieve site reliability engineering KPI targets.
• Drive and executes operational improvements (ex: automation, process changes etc.)
• Communicate product and solution expertise to internal teams and customers.
• Understand the SaaS offering, features, and functionality deployed for a given customer.
• Work closely with Product Development to improve product quality.
• Engage early in implementation and work on case deflection.

What we are looking for:

• Minimum 3-5 years of experience in customer facing SaaS supply chain solution support / consulting, Devops
• Knowledge in BlueYonder Planning product will be added advantage.
• Experience working with Blue Yonder products, specifically Supply Chain Planning solutions (Enterprise Supply Planning, Supply Chain Planner, Demand, Fulfillment, Sales and Operation Planning, Order Promiser…)
• Experience with Oracle database/Sql and/or WebLogic, Java preferred.
• Understanding of scripting languages – Unix Shell Scripting, PowerShell, Python, etc.
• Programming language experience in Java/J2EE concepts – JDBC, C++.
• Supply chain domain experience and exposure to DevOps is preferred.
• Previous experience providing software support to customers in on-premises and/or cloud-hosted environments; preference given to those with Microsoft Azure and SaaS solution support experience.
• Demonstrates strong analytical and problem-solving skills.
• Knowledge of operating systems (e.g., Windows, UNIX, LINUX).
• Snowflake knowledge is an addition.
• Possesses basic knowledge of relevant industry domain and business processes of the customers
• Understands SAAS consumption, adoption and business value KPIs related to planning solution

Soft Skills

• Must have excellent communication and interpersonal skills to interact with global customers, business users and internal personnel, with an emphasis on follow-through and reporting.
• Collaborates relentlessly, passionately and respectfully with various BY teams, customers and partners
• Leads by example demonstrating professionalism during internal and external conversations, understands cultural differences and diversity.
• Balances between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products)
• Must be self-motivated and a quick learner - adapt to new technologies, platforms, and integrations.
• Able to work flexible hours, including evenings and weekends, as warranted by critical situations or to manage customer escalations.

Education

• Bachelor’s degree (STEM (Civil engineering, Aerospace Engineering, Electrical Engineering, Electronics, Mechanical Engineering, and Industrial Engineering) preferred)

Behavioral

• Exhibits service mindset by consistently displaying customer centricity and ownership.
• Seeks regular performance feedback and works on self-development opportunities to achieve a holistic personal and professional development.
• Pro-actively identifies learning opportunities and career path.