Blue Yonder Title:

Sr Support Engineer

Overview:

The Support Engineer is responsible for troubleshooting and resolving technical issues and creating knowledge-based articles. The ideal candidate will have exceptional communication skills (written and oral), experience working in the IT or Software industry, effective team leadership skills, excellent prioritization skills, and attention to detail with a strong drive for success.

What you'll do:

Ability to log and respond to customer support requests via phone, e-mail, and web interface.
Act as product technical liaison between support and development teams.
Communicate technical product and solution expertise to internal and external customers.
Exhibit a commitment to customer service while building customer partnerships.
Expertly utilize support tools (Zoom, Salesforce, Teams, etc.) to expedite case resolution.
Follow operational guidelines for interacting with other associates.
Fully document all case interactions and author Knowledge Base solutions.
Provide updates and case statuses to customers and management.
Successfully understand and triage customer issues, conducting any necessary technical research (code review, database queries, traces, debug, etc.) or team collaboration.
Use customer service, communication and problem-solving skills to solve inquiries from Blue Yonder customers.
Work as a support team member to utilize technical skills and product expertise helping to resolve customer product issues.

What we are looking for:

5 years experience of AS/400 application development.
3 years of application development experience in RPG, RPGLE, CL and SQL.
3 years of hands-on experience working in an end-user desktop support role.
2 years experience supporting a external users with different needs and skill levels.

Good to have:

2 years of work experience using ITIL Foundations or Microsoft Certified Solutions Expert (MCSE).

At Blue Yonder, we care about the wellbeing of our employees and those most important to them. This is reflected in our robust benefits package and options that includes

Competitive Salary
Christmas Bonus (30 days)
Savings Fund
15 Vacation Days first year and 60% Bonus
Major and Minor Medical Service insurance for you and your family
Life Insurance

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

Diversity, Inclusion, Value & Equality (DIVE) is our strategy for fostering an inclusive environment we can be proud of. Check out Blue Yonder's inaugural Diversity Report which outlines our commitment to change, and our video celebrating the differences in all of us in the words of some of our associates from around the world.

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.