Senior Support Engineer 2

Blue Yonder Title

• Sr Support Engineer (Cloud Applications/ SaaS)

Other Comparable Titles

• Functional Analyst, Functional Support Analyst, Support Analyst

Overview

• Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor's "Best Places to Work"
• Seeking an astute individual that has a strong Supply Chain/Warehouse domain experience and technical knowledge with the additional ability to be hands-on with the broader teams as part of the development/deployment and maintenance cycle, and good knowledge of industry best practices, with the ability to implement them working with customers and internal platform, and the product teams.

Scope

• Core responsibilities include understanding the customer requests, supporting our designed products / solutions to efficiently satisfy business requirements, while balancing complexity to ensure processes are supportable and meet customer satisfaction.
• The team currently comprises of 100+ global associates across geographies and is expected to grow. The incumbent will need to have leadership qualities to also mentor junior and mid-level support engineers in our team.

Our Current Technical Environment

• Software: Java, GIT, Rest API, OAuth, PL/SQL
• Application Architecture: Scalable, Resilient, event driven, secure multi-tenant Microservices architecture
• Cloud Architecture: MS Azure (ARM templates, AKS, Application gateway, Virtue Networks, Event Hub, Azure AD)
• Frameworks/Others: Kubernetes, Kafka, Elasticsearch, Spark, NOSQL, RDBMS, Springboot, Gradle GIT, Ignite

What You'll Do

• BY WMS (WMS – Warehouse Management System) Support Engineer will be responsible to work with global technical and functional teams under various customer engagements.
• Individual will work with region customers/stakeholders to understand the request, support our designed products / solutions to efficiently satisfy business requirements, while balancing complexity to ensure processes are supportable and meet customer satisfaction.
• Individual to gather and understand the functional reported issues/problems and drive towards solutions and fixes, adhering to defined SLAs (Service Level Agreements).
• Document learnings and create knowledge articles for repeated cases
• Replicate and maintain customer environments
• Maintain knowledge of customer solution and customization
• Maintain sense of urgency and swiftness with all customer interactions
• Improve Customer Satisfaction by providing quality and timely solutions to reported issues and follow-up until closure.
• Interact with internal and external stakeholders and reports to management.
• Identify areas of improvement and scope of automation on routine tasks or activities
• Individuals should be passionate about working with new technologies and products.
• Demonstrate ability to learn quickly, have good interpersonal & communication skills– verbal and written.
• Drive architecture and designs to become simpler, more robust, and more efficient.
• Confidently represents product and portfolio, including vision and functional and technical roadmaps, within the company and, when necessary, to strategic customers

What We Are Looking For

• Bachelor's degree (STEM preferred) and minimum 8 to 10 years of experience in Application Support and Implementation; ideally a candidate had experience of supporting BY WMS - SCM applications and aware of Architecture, Basics of Integration, Apache /IIS and working on the product support, within the last 3-4 years minimum.
• Strong experience of supporting BY WMS Web-application: Understanding of WMS application, architecture, experience in configuration and troubleshooting of BY WMS.
• Demonstrable experience supporting and maintenance of enterprise cloud solutions (we use Azure)
• Demonstrable experience with microservices based architecture on Cloud.
• Demonstrable experience, thorough knowledge and interests in Cloud native architecture, Distributed micro-services, Multi-tenant SaaS solution and Cloud Scalability, performance and High availability.
• Experience with varied tools such as ServiceNow, Salesforce, JIRA, AppD, Splunk.
• Good Understanding of secure architectures, secure configuration, identity management,

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.