Support Engineer 2

About the position Blue Yonder is a leading SaaS and AI-driven Global Supply Chain Solutions software product company, and a Glassdoor “Best Places to Work” employer. We are seeking Support Engineer 2 to join the Blue Yonder Planning Operate (Support) team where your core focus is to ensure customers realize value from their Blue Yonder Supply Chain Planning solutions. For the suitable candidate, we are open to considering a remote work option. Blue Yonder Planning Operate (Support) team is responsible for working with our global customer base to support the Supply Chain Solution during onboarding, go-live, and steady state phases of their implementation. 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. The team currently consists of 300+ global associates across Americas (NA/LATAM), EMEA, APAC, and India, while supporting 500+ global customers on SaaS-Azure, Private Cloud, and On Premise. Blue Yonder is undergoing tremendous SaaS/DevOps/AI-ML integrated transformation and this is a very exciting time to join our team! The Support Engineer 2 will be responsible to investigate and resolve issues reported by Customers in collaboration with global operations teams with functional and technical expertise. Individual will work with 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. Also, the Support Engineer 2 will work with Blue Yondr Implementation Partners to support our SaaS customers on Azure environment and provide Solution/Product support on Blue Yonder Supply Chain Planning solutions during implementation and after Go-live. Our current technical environment: Azure Oracle SQL/ Microsoft SQL Windows/Linux

Responsibilities

• Investigate and resolve issues reported by Customers in collaboration with global operations teams with functional and technical expertise.
• Work with 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.
• Work with Blue Yondr Implementation Partners to support our SaaS customers on Azure environment and provide Solution/Product support on Blue Yonder Supply Chain Planning solutions during implementation and after Go-live.

Requirements

• Minimum 3-5 years of experience in customer facing role for supply chain solution implementation (consulting) and/or support involving Advanced Planning and Optimization
• Previous experience providing software support to customers in on-premises and/or cloud-hosted environments; preference given to those with Microsoft Azure and SaaS solution support experience.
• Possesses good understanding on one or more of industry verticals such as High Tech/Technology, Consumer Goods, Retail, Biotech, Healthcare, and Manufacturing.
• Understands SAAS consumption, adoption, and business value KPIs related to planning solution.
• 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.
• Proven background to have collaborated with multiple stakeholders in a global setting.
• Must have strong multi-tasking skills.
• Must be self-motivated and quick learner - New technologies, platforms, integrations, data insights
• Willingness 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.
• Succeeds in a fast-paced environment.
• Demonstrates the ability to work independently without losing team synergy.
• Demonstrates customer service ethics and core values.
• Bachelor’s degree required, major in Computer Applications, Industrial Engineering, Supply Chain Management, or other equivalent technical fields.

Nice-to-haves

• Experience with Blue Yonder Supply Chain Planning solutions will be added advantage. Preference for those with experience working with Blue Yonder solutions like Enterprise Supply Planning(ESP), Supply Chain Planner(SCP), Demand, Fulfillment, Sales and Operation Planning, Order Promiser(OP), and Inventory Optimization
• Familiarity with DevOps operations model is preferred.
• Proficiency in other advanced planning solutions, such as APO (Advanced Planning and Optimization), and familiarity with ERP systems like SAP would be beneficial.
• Possess strong knowledge of SAAS consumption, adoption and business value KPIs related to respective solution.
• Proficiency with AI/ML and/or business analytics is preferred.
• Master’s degree preferred.

Benefits

• Comprehensive Medical, Dental and Vision
• 401K with Matching
• Flexible Time Off
• Corporate Fitness Program
• A variety of voluntary benefits such as; Legal Plans, Accident and Hospital Indemnity, Pet Insurance and much more

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