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 (24×7 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: 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.
