Blue Yonder Title:
• Support Engineer 1 (Cloud Applications /SaaS)
Other Comparable titles:
• Techno-Functional Support Analyst
• 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.
Blue Yonder is the AI company for supply chain. As the world leader in end-to-end digital supply chain transformation, Blue Yonder offers a unified, AI-driven platform and multi-tier network that empowers businesses to operate sustainably, scale profitably, and delight their customers—all at machine speed. A pioneer in applying AI solutions to the most complicated supply chain challenges, Blue Yonder’s modern innovations and unmatched industry expertise help more than 3,000 retailers, manufacturers, and logistics service providers confidently navigate supply chain complexity and disruption.
Blue Yonder is proud to be an Equal Opportunity Employer. We want you to bring your authentic self to work every day. We know that the best businesses are diverse and inclusive. Our unique talents make for great ideas, empathetic workplaces and drive results. We welcome all job applicants, so apply today.
Please Be Advised: Any communications from a Blue Yonder representative related to an open position at Blue Yonder will come from an @blueyonder.com email address. We will not hire through text message, social media, or email alone, and any interviews will be conducted in-person or through a secure video call. We will not ask you for sensitive information nor will we ask you to pay anything during the hiring process. If you see suspicious activity or believe that you have been the victim of a job posting scam, you should report it to your local law enforcement authorities. To learn more about other potential job scams click here.
