XRI-53 | Senior Support Engineer 2

XRI-53 | Senior Support Engineer 2

17 Mar
Blue Yonder

17 Mar

Blue Yonder


Blue Yonder Title:

- Sr Support Engineer 2 (Cloud Applications/Retail/SaaS)


- Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor’s “ Best Places to Work ”

- Require an enthusiastic product support analyst with 8-11 years of experience to support the Category Management product. HeShe should have the zeal to learn new things and adapt to changes with ease.


- Core responsibilities to debug, resolve technical issues and answering functional queries to customers using Blue Yonder’ s heritage and cloud native (we use Azure) SaaS product in Category management.

- The team currently comprises of 50+ global associates across US, Mexico, Australia, India (COE)

and Poland (COE) and is expected to grow rapidly.

Our current technical environment:

- Software: Oracle PL/SQL, SQL Server, ETL, Asp.net, VB.Net, PowerShell, Batch script, Unix, WPF, C#

- Application Architecture : Scalable, Resilient, event driven, secure multi-tier architecture

- Cloud Architecture: Microsoft Azure Public cloud and Blue Yonder Private Cloud

- Operating System: Windows and Unix

- Process - Incident, Change and Release management

- Integration Architecture: Web API, MuleSoft

- Reporting Technologies: Cognos

- Monitoring Tool: App Dynamics/Splunk

- Scheduling Tools: Ctrl-M

- Ticketing Tool: Salesforce/ServiceNow/JIRA

- Business Domain: Supply Chain / Retail

What you’ll do:

- Understanding Category Management product’s features and relevant architecture

- Understanding technical and functional queries by customer and provide resolution/work around

- Provide technical fixes for customization defects and develop interfaces for enhancement requests

- Collaborate with multiple internal teams to derive an ideal solution for customer

- Collaborate with Product Development Team in case of Product Defects

- Provide excellent customer experience and solution support to BY customers with end-to-end ownership, proactive and innovative approach.

- Plan and execute implementation of high service quality through continuous improvements in the operational processes by regular tracking of operational metrics and leveraging lean methodology, automation etc.

- Own Tier 1 customer solution as required, enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption, and adoption of the service.

- Early engagement in Tier 1 customer implementation projects to ensure seamless delivery continuum into Operate through phased go-lives.

- Act as Subject Matter Expert providing mentorship to Support Engineers, delivers product/technical trainings.

- Consistently demonstrate customer centricity and relentless attitude to innovate through positive teamwork beyond his/her team

- Build and demonstrate high competency in product and domain, Azure & relevant tools and technologies, solution architecture etc.

What we are looking for:

• Bachelor’s degree and minimum 8 years of experience in Software development or Support

- Driving resolution customer issues mostly of high complexity and criticality including non-functional / performance related issues

- Provides direction and inputs for Root Cause analysis and proposes prevention ideas

- Guides/assists team members to resolve medium complexity issues

- Positively collaborates with TAM and supports consumption/adoption improvement plans.

- Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership, engagement and pro-activeness.

- Owns implementation of high service quality through continuous improvements in the operational processes

- Experience in customer interactions / Escalation handling / Stakeholder Management

- Experience in application sizing, system integration and architecture design

- Experience in Oracle/SQL performance tuning

- Demonstrates high expertise in relevant contemporary and up to date SaaS technical toolsets like AppDynamics, Splunk

- Understanding of product life cycle and implementation strategies 

- Willing to operate in flexible hours to suit customer / business needs

- Experience in Risk management to identify the factors and potential impacts to influence enhanced decision-making and improve effectiveness. 

- Assertive communication skills

- Prior experience on tools to analyze server and application logs and dumps (ex: Wireshark, PERFMON, PerfView, Event viewer etc.) or applicable technology for the given BY solution

- Prior experience in .NET (C#, ASP.Net, VB, WPF) and scripting (batch and shell)

- Strong application performance engineering skills. For e.g., DB health analysis, RCA for failures related to deadlocks, blocking sessions, I/O latency, batch performance issues, etc

- Very Good understanding of Azure technologies, as relevant for a given BY solution

- 5-7 years’ experience of Object-Oriented Programming

- Hands on experience on Python scripting

- Understanding of Artificial Intelligence, IoT and Block chain concepts

- Understanding of Machine Learning- develop algorithms, data evaluation and visualization, statistics and probability 

- Understanding on the SaaS features– Continuous integration, DevOps, GitHub, Jenkins

- Prior working knowledge in Supply Chain Domain and / or Retail domain

- ITIL certified

The original job offer can be found in Kit Job:

Reply to this offer

Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.

Subscribe to this job alert:
Enter Your E-mail address to receive the latest job offers for: xri-53 | senior support engineer 2
Publish a new Free Offer
Need to publish an offer? With more than 1 million unique users per month, you will find the ideal candidate for your company instantly, what are you waiting for!
Publish Now

Subscribe to this job alert