Overview:

Blue Yonder is currently seeking Support Engineer who will support the BY Network platform within the Blue Yonder ecosystem. BYN operates as a multi-enterprise, real-time digital supply chain network that enables collaboration across suppliers, carriers, manufacturers, distributors, and customers. This role is responsible for ensuring operational stability, SLA adherence, structured incident management, and governance across a multi-party supply chain environment.

Scope:

Deliver flawless application support to BY customers by resolving complex solution issues.

Drive resolution of escalated and complex solution issues in collaboration with multiple BY and customer stakeholders.
Deepen competency on end-to-end solution architecture and relevant SaaS tools OR business processes and industry domain.
Own customer solution and enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption, and adoption of the service.

Our current technical environment:

Demonstrates strong technical expertise as required to support concerned solution, for e.g.,

DBMS (ex: SQL, Oracle) for application support writing, reviewing, and improving queries, procedures etc.

- Troubleshooting Application issues
ii. Demonstrates strong expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.:
- to monitor application health and to investigate application issues.
- to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues
Databases - Oracle / SQL Server

What you'll do:

Delivers excellent customer experience by

Understanding customer raised issues and take appropriate actions to resolve the same - Cloud /SaaS
Reviewing the product source code or design document as necessary
Owning and resolving all cases for global customers, adhering to defined SLA's
Documenting learnings and creating knowledge articles for repeated cases
Replicating and maintaining customer environments
Maintaining knowledge of customer solutions and customization
Demonstrating sense of urgency and swiftness with all customer interactions
Acting as Techno-functional POC for all cases and ensure timely triage and assignment
Utilizing instant messenger and other tools to collaborate globally
Working in shifts and being flexible with the timings
Meeting organization and team level goals
Improving Customer Satisfaction by providing quality and timely solutions to reported issues and follow-up until case closure
Identifying areas of improvement and scope of automation on routine tasks or activities
Helping in meeting team level goals and being a team player

What we are looking for:

Bachelor's degree (STEM preferred) and minimum 5 to 7 years.
Strong DBMS (ex: SQL, Oracle) skill set with at least 3-4 years hands on.
Good Communication and Strong Analytical Skills
Person with prior support experience with fair knowledge on handling issues within SLA's
Preferably Blue Yonder TMS knowledge, Platform knowledge else basic Supply Chain domain experience
Person who can communicate flawless with Customer and other stakeholders.
Possess Strong Techno-Functional Expertise
Tech Savvy able to adapt to any technology faster.
Basic understanding of APIs, integrations, or EDI concepts preferred.
Experience with varied tools such as AppD & Splunk, SNOW
Good Team Player.
This role operates within a 24x7 shift-based support model.
Associates in rotational shifts (including early/late shifts as applicable) is required.
Participation in weekend on-call rotations and high-severity incident support outside standard business hours is mandatory.
Availability during critical production outages and major incidents is expected to ensure service continuity.

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.

Sr Support Engineer 1 - Enterprise Application /SaaS Production - Support