Overview
Blue Yonder White Glove Support Team is responsible for working with our global customers as dedicated support focused on Execution part of the Supply Chain Industry. For our SaaS & Cloud customers, we handle all aspects of solution support, including proactive monitoring, application support, product support, change request, service request, as well as End-to-End workflow support. To help achieve success, we are working in an integrated model to work closely with other cross-functional / development teams to drive a more controlled environment.
The team currently consists of 200+ global associates across Americas (NA/LATAM), EMEA, APAC, and India.
Scope:
Blue Yonder is undergoing tremendous SAAS/DevOps transformation and this is a very exciting time to join our team! The Support Engineer will be responsible to work with global functional & technical teams under various customer engagements to gather and understand the technical / functional reported issues/problems and drive towards solutions and fixes. Individual will work with regional customers/stakeholders to rollout, support our designed products / solutions to efficiently satisfy business requirements, while balancing complexity to ensure processes are supportable and meet customer satisfaction. The Support Engineer will work as a Squad member to support our SaaS customers on Azure environment.
What you'll do:
- Provide functional and/or technical support for service request, Incidents, Changes or problems that affects Blue Yonder Solution and implicate an impact on our customer business.
- Understand and triage customer issues, conducting any necessary technical research or team collaboration Document learnings and create knowledge articles for repeated cases.
- Log and respond to customer support requests via phone, e-mail, and web interface
- Communicate product and solution expertise to internal and external customers
- Work closely with the Blue Yonder Execution Experts for complex issue resolution including Product Development.
- Continuous learning on latest Blue Yonder Solutions
What we are looking for:
Industry experience:
- 2+ Years Experience in a Customer-facing Software Industry role; preference given to software support or technical support (SQL, Servers, etc)
- Experience working with Blue Yonder products preferred specifically, Transportation or Warehouse management solutions.
- Supply chain domain experience a plus.
Technical Skills:
- Experience with Splunk / Oracle database / SQL/ WebLogic, Java preferred.
- Demonstrates analytical and problem-solving skills.
- Programming language in Java / J2EE concepts – JDBC, C++
- Knowledge with operating systems (e.g. Windows, UNIX, LINUX)
- Understanding in scripting languages – Unix Shell Scripting, PowerShell, Python 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
- Ability to work calmly under pressure and meet deadlines
- Must be self-motivated and quick learner - New technologies, platforms, integrations
- Able to work flexible hours, including evenings, weekends, as warranted by the situation in critical times or to manage customer escalations
- Demonstrates initiative and is inquisitive
- Enjoys working in a team-oriented and fast-paced environment
Education:
- Bachelor’s degree required, major in Computer Applications, Industrial Engineering, Supply Chain Management, or other equivalent technical fields. Master’s degree preferred.
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.
