Support Engineer 2 – Supply Chain Planning

Blue Yonder

Monterrey, N.L.
Permanente
Tiempo completo

Hace 1 mes

Blue Yonder’s Planning ASRE TeamBY Planning ASRE Team is responsible for improving customer experience by proactively resolving upstream product issues, deployment problems, and improving support capability through tools, technology and subject matter expertise. 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.Scope of Work: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 Product Development, 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 support our SaaS customers on Azure environment, and provide Solution/Product support to our customers.What you'll do:

Provide functional and/or technical support during customer upgrades, deployments, rollouts, and post-production phases
Understand and triage Critical/complex customer issues, conducting any necessary technical research and create knowledge articles for repeated cases
Communicate product and solution expertise to internal and external customers
Understand the SaaS offering, features and functionality deployed for a given customer.
Work closely with Product Development to improve product quality
Early Engagement for Implementation and improve case deflection

What we are looking for:Industry experience:

Minimum 3 years’ experience in a Customer-facing Software Industry role; preference given to software support or software consulting roles
Previous experience providing software support to customers in On-Premise and/or Cloud-Hosted environments required; Preference to those with Microsoft Azure and SaaS solution support experience
Experience working with BY products preferred specifically, Supply Chain Planning solutions. Functional knowledge of Blue Yonder SCPO Platform a major plus
Supply chain domain experience a plus

Technical Skills:

Experience with Oracle database and/or WebLogic, Java preferred.
Demonstrates strong 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 ValuesIf 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:is our strategy for fostering an inclusive environment we can be proud of. Check out Blue Yonder's inaugural which outlines our commitment to change, and our 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.

Blue Yonder

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