Support Engineer's Scope of Work

• Attend product boot-camp and learns standard product features to resolve non-complex issues.
• Understand the technical end-to-end architecture of a customer's Blue Yonder Retail Planning solution through early engagement and knowledge transition from the implementation teams.
• Technical upgrades and rollouts, by providing assistance on change requests and other technical troubleshooting.

What you will do

• Act as the initial point of contact for all Blue Yonder Retail Planning Solutions related cases from customers or other internal stakeholders
• Blue Yonder Retail Planning Solution suite installation and configuration including understanding of associated 3rd party components
• Proactive alert monitoring and driving corrective and preventive actions to ensure solution availability
• Identify areas of improvement and scope of automation on routine tasks or activities
• Respond to customer inquiries and assist in troubleshooting and resolving challenges
• Follow ITIL best practices and other Blue Yonder processes for incident, problem and change management and other Deploy & Operate activities
• Document resolution steps on Knowledge Articles to promote case deflection
• Work closely with the Blue Yonder Retail Planning Solution Experts for complex issue resolution including Product Development
• Continuous learning on latest Blue Yonder Retail Planning Solutions

What we are looking for

Technical Experience

• Nice to have background in Technical Support and/or Product Development of enterprise-scale web applications
• Basic knowledge in Cloud-based applications (Azure preferred), Log analysis and Application Monitoring tools (i.e. AppDynamics, Splunk)
• Basic knowledge in debugging/analyzing code in any of these programming languages (Java/.Net/C++, python, shell scripting, PowerShell)
• Basic Knowledge in importing and exporting data, building and executing simple / complex queries with Oracle SQL and MS SQL

Education:

• Bachelor's Degree in Engineering

Soft Skills

• Must have excellent written and verbal communication and interpersonal skills to interact with a wide variety of internal personnel and external stakeholders, with emphasis on follow-through and reporting
• Continuous improvement mindset and lateral thinking
• Self-motivated and a quick learner - New technologies, platforms, integrations
• Ability to work calmly under pressure and meet deadlines
• Able to work flexible hours, including evenings, weekends, as warranted by the situation in critical times or to manage customer escalations
• Able to take on-call escalations

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.