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Senior Support Engineer

hace 2 meses

Monterrey, Nuevo León, México Blue Yonder A tiempo completo
Job Title: Senior Support Engineer

The Senior Support Engineer will play a critical role in providing exceptional support to our SaaS and On-Prem customers, ensuring seamless solution and product support on demand and fulfillment, during implementation and post-go-live phases.

Key Responsibilities:
  • Provide functional and technical support during customer upgrades, deployments, rollouts, and post-production phases
  • Maintain positive customer relationships by resolving conflicts and issues, managing expectations, and instilling confidence in the BY Planning Solution Operate Team
  • Offer advice to BY partners and customers on industry best practices and process methodology
  • Document learnings and create knowledge articles for repeated cases
  • Contribute new ideas for automation, re-use, and service improvements
  • Understand the SaaS offering, features, and functionality deployed for a given customer
  • Collaborate with the BY Planning SCPO Solution Experts for complex issue resolution, including Product Development
  • Engage in continuous learning on the latest BY Planning Solutions
Requirements:
  • 5+ years of Supply Chain domain experience
  • 5+ years of experience in the Software/SaaS industry
  • Ideal candidate will have experience working with BY products, specifically Supply Chain Planning solutions
  • Technical experience with BY products preferred, specifically Demand, Fulfillment, SCPO Platform
  • Experience with customer/client support in Supply Chain software
Technical Skills:
  • Expert in Database programming/Data Modeling using Oracle SQL and MS SQL
  • Strong knowledge of middleware (i.e. Weblogic, TomCat)
  • Proficiency in Java/J2EE concepts – JDBC, C++
  • Cloud (Azure preferred), Log analysis, and networking tools
  • Advanced knowledge with operating systems (e.g. Windows, UNIX, LINUX)
  • Experience in scripting languages – Unix Shell Scripting, PowerShell, Python, Perl etc.
Soft Skills:
  • Excellent communication and interpersonal skills to interact with a wide variety of internal personnel with emphasis on follow-through and reporting
  • Ability to work calmly under pressure and meet deadlines
  • Proven background to have managed multiple stakeholders in a global environment
  • Strong multi-tasking skills
  • Self-motivated and quick learner – New technologies, platforms, integrations
  • Able to work flexible hours, including evenings, weekends, as warranted by the situation in critical times or to manage customer escalations
  • Demonstrates initiative and is inquisitive
  • Succeeds in a fast-paced environment
  • Demonstrates the ability to work independently without losing team synergy
  • Demonstrates customer service ethics and core values
Education:
  • Bachelor's degree required, major in Computer Applications, Industrial Engineering, Supply Chain Management, or other equivalent technical fields. Master's degree preferred.

At Blue Yonder, we value diversity, inclusion, and equality. We strive to create an inclusive environment where everyone feels valued and respected. If you share our values and are passionate about supply chain planning, we encourage you to apply.

We are an equal opportunities employer and welcome applications from all qualified candidates. 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.