About this role
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.