Role summary The Senior Support Engineer II is a senior individual contributor on the customer support team responsible for resolving high-severity incidents, driving root-cause analysis, and improving operational reliability for Blue Yonder’s SaaS and on-premise solutions. This role combines deep technical troubleshooting, customer-facing communication, cross-functional escalation, and contributions to knowledge base, automation, and process improvements to reduce recurring incidents and improve customer satisfaction.
Key responsibilities
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Own end-to-end incident management for high-severity customer issues: triage, diagnosis, remediation, and post-incident reviews.
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Perform advanced troubleshooting across application stacks, integrations, databases, messaging/streaming layers, and cloud infrastructure (AWS/Azure/GCP).
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Collaborate with Engineering, DevOps, Product, and Security teams to escalate and resolve product defects, performance issues, and interoperability problems.
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Drive RCA (root cause analysis) and implement or recommend fixes, configuration changes, or workarounds; ensure follow-through to closure.
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Create and maintain runbooks, troubleshooting guides, KB articles, and automation (scripts, playbooks) to accelerate resolution and enable lower-level support.
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Mentor and coach junior support engineers; provide technical leadership on complex cases.
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Participate in on-call rotations and after-hours incident response as needed; follow established SLAs and escalation procedures.
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Analyze support trends and metrics to identify systemic issues and propose product or process improvements.
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Assist customers with installations, upgrades, health checks, and performance tuning for both cloud and on-prem deployments.
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Communicate clearly and empathetically with customers, providing timely updates and managing expectations during incidents.
Required qualifications
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5+ years of experience in technical support, systems administration, SRE, or similar customer-facing technical roles supporting enterprise software.
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Strong troubleshooting skills across application stacks, operating systems (Linux/Windows), databases (e.g., PostgreSQL, MySQL, Oracle), and networking fundamentals.
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Experience with cloud platforms (AWS, Azure, or GCP) and common cloud services (compute, networking, storage, IAM, monitoring).
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Proficiency with log analysis, metrics/observability tools (e.g., ELK/EFK, Prometheus, Grafana), and diagnostic tooling.
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Comfortable with scripting and automation (Python, Bash, PowerShell, or similar) to build repeatable diagnostics and fixes.
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Experience using ticketing systems (e.g., Jira, ServiceNow) and working to SLA-driven processes.
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Strong customer-facing communication skills — able to explain complex technical issues to technical and non-technical stakeholders.
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Bachelor’s degree in Computer Science, Information Systems, or equivalent experience (or comparable professional experience).
Preferred qualifications
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Experience supporting SaaS or multi-tenant enterprise platforms and integrations (APIs, message brokers, ETL).
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Familiarity with containerization and orchestration (Docker, Kubernetes) and infrastructure-as-code (Terraform/CloudFormation).
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Background in supply chain, retail, or logistics software domains.
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Certifications such as AWS/Azure/GCP associate-level, Linux+, or relevant vendor certifications.
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Experience with performance tuning, capacity planning, and automated remediation frameworks.
Core competencies and behaviors
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Customer-centric mindset: prioritizes customer outcomes and clarity in communication.
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Strong analytical skills and methodical approach to problem solving.
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Calm under pressure and effective in incident-driven environments.
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Collaborative: works well across engineering, product, and operations teams.
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Continuous improvement: documents learnings and drives automation to reduce toil.
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.
