Support Engineer

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 Retail solutions in Host / ERP 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 PMM / Merch Ops
• Cloud Architecture: MS Azure / Private Cloud
• Frameworks/Others: PL/SQL, RDBMS ,
• Frontend - ReactJS , NodeJS

What You'll Do

• Understand the implemented solution/ products
• Analyze the issues, identify Root cause and find the permanent solution to any problem
• Demonstrates strong expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.:
• 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
• Expected to work in night shifts and provide OOH support to facilitate 24x7 customer support

What We Are Looking For

• Expected to work in night shifts and provide OOH support to facilitate 24x7 customer support
• Bachelor's degree minimum 3 to 6 years of experience in Product Support / Implementation support.
• Demonstrates strong technical expertise as required to support concerned solution, for e.g.,
• DBMS (ex: SQL, Oracle) for application support; writing, reviewing, and improving queries, procedures etc.
• Skill set and availability requirements as per the organization's needs
• Hands on experience in implementing / supporting for Retail Host (PMM , Oracle , SAP ) 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
• Blue Yonder Retail Solutions Experience is a plus
• Worked on other Retail Host software from Oracle , Retek, SAP
• Knowledge in performance tuning techniques is added advantage.
• Understanding and experience with the technical requirements for the product line assigned.
• Strong capability in cloud operational activities as per the requirements of concerned solution
• 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: 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.