Blue Yonder Title:
- Support Engineer 1 (Cloud Applications /SaaS)
Other Comparable titles:
- Techno-Functional Support Analyst
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 strong Application Support Experience in TMS or Supply Chain Domain.
Scope:
- Deliver flawless application support to Blue Yonder customers by resolving complex solution issues
- Work on resolution of solution issues in collaboration with multiple Blue Yonder and customer stakeholders.
- Deepen competency on end to end solution architecture, performance engineering 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.
- Use SaaS tools like Appd and Splunk, to provide faster resolution to solution issues.
Our current technical environment:
i. 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.
- Code debugging
- Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)
- Troubleshooting Mobile application issues
ii. 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
- driving resolution of customer issues of high complexity and criticality including non-functional / performance related issues.
- provides direction and inputs for Root Cause analysis and proposes prevention ideas.
- Proactively implements “Advanced Quality Prevention” quality plans including but not limited to
- regular and proactive solution health monitoring process, tools and procedures
- validation frameworks post application patching, upgrades and maintenance
- Assist in resolution of escalated and complex issues in collaboration with multiple Blue Yonder and customer stakeholders.
- Monitor and correct solution performance, stability, and sizing during customer roll-out phase
- Demonstrate high competency in end to end solution architecture, performance engineering and relevant SaaS tools and technologies OR business processes and industry domain
What we are looking for:
- Bachelor’s degree (STEM preferred) and minimum 7+ years of experience in Customer Support or Product Support
- Strong Supply Chain domain experience
- Transportation/Logistics Knowledge Preferable
- Possess Strong Techno-Functional Expertise
- Tech Savvy able to adapt to any technology faster
- Experience of managing ERP products is preferred
- ITIL Certification
- Demonstrable experience, thorough knowledge, and interests in Cloud native architecture, Distributed micro-services, Multi-tenant SaaS solution and Cloud Scalability, performance and High availability
- Experience with varied tools such as AppD & Splunk
Behavioral:
- Demonstrates enhanced Customer communication & situation management skills.
- Demonstrates balance between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products).
- Possesses strong sense of urgency from both Customer and company perspective, defines priorities.
- Global representatives for key initiatives and projects
- Inspires others by demonstrating service mindset through consistently displaying customer centricity and ownership.
- Proactively seeks 360 degree performance feedback. Works on self-development opportunities to achieve a holistic personal and professional development, continuously improves mentoring skills to help others.
- Consistently keeps himself/herself up to date with learning opportunities to self develop his/her career path.
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.
