Support Engineer 2 will support our SaaS customers to provide Solution/Product support on Enterprise Supply Planning (ESP), Demand, Fulfillment, Sequencing and our next generation of cognitive planning applications throughout the customer value journey with Blue Yonder.
What you'll do:
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Provide functional and/or technical support during customer upgrades, deployments, rollouts, and post-production phases
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Maintain positive customer relationships by resolving conflicts and issues, managing expectations, and instilling confidence in BY Planning Solution Operate Team
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Provide advice to BY partners and customers regarding industry best practices and process methodology
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Document learnings and create knowledge articles for repeated cases
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Bring in new ideas for automation, re-use and service improvements
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Understand the SaaS offering, features and functionality deployed for a given customer.
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Work closely with the BY Planning SCPO Solution Experts for complex issue resolution including Product Development
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Continuous learning on latest BY Planning Solutions.
What we are looking for:
Industry experience:
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3+ years of Supply chain planning domain experience
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3+ years of experience in the Software/SaaS industry
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Ideal candidate will have experience working with BY products, specifically Supply Chain Planning solutions.
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Technical experience with BY products preferred specifically, Enterprise Supply Planning (ESP), Demand, Fulfillment, Sequencing and SCPO Platform
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Experience with customer/client support in Supply Chain software
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Experience working with ITIL methodologies
Technical Skills:
- Experience with Database programming/Data Modeling using Oracle SQL and MS SQL
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Working knowledge of middleware (i.e. Weblogic, TomCat)
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Proficiency in Java / J2EE concepts – JDBC, C++
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Azure defect identification and log analysis for Planning solutions
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Advanced knowledge with operating systems (e.g. Windows, UNIX, LINUX)
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Experience in scripting languages – Unix Shell Scripting, PowerShell, Python, Perl etc.
Soft Skills:
- Must have excellent communication and interpersonal skills to interact with a wide variety of internal personnel with emphasis on follow-through and reporting
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Ability to work calmly under pressure and meet deadlines
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Must have strong multi-tasking skills
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Must be self-motivated and quick learner - New technologies, platforms, integrations
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Able to work flexible hours, including evenings, weekends, as warranted by the situation in critical times or to manage customer escalations
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Demonstrates initiative and is inquisitive
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Succeeds in a fast-paced environment
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Demonstrates the ability to work independently without losing team synergy
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Demonstrates customer service ethics and core values
Education:
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Bachelor’s degree required, major in Computer Applications, Industrial Engineering, Supply Chain Management, or other equivalent technical fields. Master’s degree preferred.
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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.
