Senior Support Engineer 1

Job Description

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 techno functional foundation with the additional ability to be hands-on with the broader Cloud team as part of the product support, and deep knowledge of industry best practices, with the ability to supply chain & product issues, and work with the product teams.

Scope:

- Position is focused on supporting various Blue Yonder Planning solutions in Demand/Fulfillment/Supply Planning space across Retail and Manufacturing verticals.
- Needs to work with cross functional teams including Product Development, Consulting and Support services.
- Provides technical and non-technical support during the Steady state period. Provides primary user support and verifies that the system provides the required business functions and maintains data integrity.

Our current technical environment:

- Software: Blue Yonder Demand, Blue Yonder Fulfillment, Blue Yonder Inventory Optimization
- Cloud Architecture: MS Azure
- Frameworks/Others: PL/SQL, RDBMS

What you'll do:

- Understand the implemented solution/ products
- Analyze the issues, identify Root cause and find the permanent solution to any problem
- Adheres to SLA based on the severity of the customer cases.
- Complete the product certification courses assigned.
- Document the learning and building the knowledge content
- Provide early visibility and mitigation to technical challenges through the journey.
- Confidently represents product and portfolio, including vision and functional and technical roadmaps, within the company and, when necessary, to strategic customers
- Should be one of the key stakeholders during Solution design phase and understand the scope for the specific solution/process flow for the designated customer
- Should collaborate with Solution/Technical architect(s) to stabilize the system
- Enhance/Change the design based on new business requirements by the customer
- Single Point of contact for all customer requests for the designated solution
- Manage/Support new roll outs/deployments and handle change requests/enhancements
- To improve various KPIs for the customer

What we are looking for:

- Bachelor's degree minimum 5 to 8 years of experience in Product Support / Implementation support.
- Skill set and availability requirements as per the organization's needs
- Hands on experience in implementing / supporting Demand & Fulfillment products for multiple customers.
- Strong analytical/problem solving skills, ability to provide alternatives, root cause analysis, testing skills and ability to make thoughtful proposals are also among the skills required
- Deep understanding of Customer business and processes
- Worked on other Supply Chain Planning software like SAP-IBP/ APO, o9, Kinaxis, Relex
- Knowledge in performance tuning techniques is added advantage.
- Understanding and experience with the technical requirements for the product line assigned.
- Understanding of various technical platforms and infrastructures.
- Understands Blue Yonders product suite so as to convey relationships and touch-points to the customer.
- Works with appropriate parties to ensure issues are resolved.

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.

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