Senior Support Engineer

hace 2 semanas

Monterrey, Nuevo León, México Blue Yonder A tiempo completo

Role Summary

The Senior Support Engineer will be responsible for providing solution and product support to our SaaS and On Prem customers on demand. This includes support during implementation and after going live.

Key Responsibilities

  • Provide functional and/or technical support to customers during 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.
  • Provide advice to BY partners and customers regarding industry best practices and process methodology.
  • Document learnings and create knowledge articles for repeated cases.
  • Bring in new ideas for automation, re-use, and service improvements.
  • Understand the SaaS offering, features, and functionality deployed for a given customer.
  • Work closely with the BY Planning SCPO Solution Experts for complex issue resolution, including product development.
  • 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, especially 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, such as Weblogic and TomCat.
  • Proficiency in Java/J2EE concepts, including JDBC and C++.
  • Cloud experience, preferably Azure, log analysis, and networking tools.
  • Advanced knowledge of operating systems, such as Windows, UNIX, and LINUX.
  • Experience in scripting languages, including Unix Shell Scripting, PowerShell, Python, and Perl.

Soft Skills

  • Excellent communication and interpersonal skills to interact with a wide variety of internal personnel, with an emphasis on follow-through and reporting.
  • Ability to work calmly under pressure and meet deadlines.
  • Proven background in managing multiple stakeholders in a global environment.
  • Strong multi-tasking skills.
  • Self-motivated and quick learner, with a proven ability to adapt to new technologies, platforms, and integrations.
  • Able to work flexible hours, including evenings and weekends, as warranted by the situation 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, majoring in computer applications, industrial engineering, supply chain management, or other equivalent technical fields. Master's degree preferred.

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