Support Engineer

Overview

Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoors 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 address supply chain & product issues, and work with the product teams.

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.

• Software: Blue Yonder PMM / Merch Ops
• Cloud Architecture: MS Azure / Private Cloud
• Frameworks/Others: PL/SQL, RDBMS
• Frontend: ReactJS, NodeJS

• Understand the implemented solution/products
• Analyze the issues, identify root cause and find the permanent solution to any problem
• Demonstrate strong expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk, etc.:
• Adhere to SLA based on the severity of the customer cases.
• Complete the product certification courses assigned.
• Document the learning and build the knowledge content.
• Provide early visibility and mitigation to technical challenges through the journey.
• Confidently represent product and portfolio, including vision and functional and technical roadmaps, within the company and, when necessary, to strategic customers.
• Be one of the key stakeholders during the solution design phase and understand the scope for the specific solution/process flow for the designated customer.
• Collaborate with Solution/Technical architect(s) to stabilize the system.
• Enhance/change the design based on new business requirements by the customer.
• Act as the single point of contact for all customer requests for the designated solution.
• Manage/support new rollouts/deployments and handle change requests/enhancements.
• Improve various KPIs for the customer.
• Expected to work in night shifts and provide OOH support to facilitate 24x7 customer support.

• Expected to work in night shifts and provide OOH support to facilitate 24x7 customer support.
• Bachelors degree minimum 3 to 6 years of experience in Product Support / Implementation support.
• Demonstrates strong technical expertise as required to support the concerned solution, for example:
  • 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 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 an 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 the concerned solution.
• Understanding of various technical platforms and infrastructures.
• Understands Blue Yonder's product suite to convey relationships and touch-points to the customer.
• Works with appropriate parties to ensure issues are resolved.

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.

Hyderabad