Overview:

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 for working 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. Individuals 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.

Scope:

Join the Global Platform and Technical Services team as an L2 Support Engineer supporting a North American customer for Blue Yonder Planning Suite products. This role focuses on production stability, batch monitoring, incident troubleshooting, environment maintenance, and operational excellence across enterprise-scale planning applications.

You will play a critical role in ensuring system availability, resolving production issues within SLA timelines, and proactively improving support processes through automation and technical enhancements.

What you'll do:

Production Monitoring

Monitor batch jobs across Planning environments
Identify failures proactively
Perform first-level troubleshooting
Ensure SLA adherence

Incident Management

Own customer-reported issues end-to-end
Diagnose production failures
Coordinate with internal engineering teams
Drive resolution closure

Environment Maintenance

Support pre-production maintenance
Execute purge activities
Validate deployments
Assist with patch testing

Automation & Improvements

Suggest process improvements
Improve monitoring efficiency
Support scripting automation initiatives
Reduce manual effort where possible

Customer Communication

Provide status updates
Participate in MIM calls when required
Deliver resolution summaries
Support service reporting activities

What we are looking for:

Must Have Requirements:

Strong PL/SQL knowledge
Oracle database troubleshooting
Unix/Linux command-line usage
Shell scripting basics
Windows server exposure
Batch job troubleshooting experience
Incident/change/problem management lifecycle understanding

Support Process Knowledge

Candidate should understand:

Incident management
Problem management
Change management
SLA handling
Ticket lifecycle ownership

Experience Required

2-4 years production support experience
Application support (preferred Planning / ERP / Supply Chain platforms)
Batch monitoring exposure
Top notch communication skills
Customer-facing support capability
Shift readiness (24Ã-7 support environment)

Nice to Have Skills

Blue Yonder Planning product exposure Demand & Fulfillment knowledge Automation scripting (PowerShell / Shell) Monitoring tools exposure

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:

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.

Support Engineer - Batch Monitoring - Support