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Senior Support Engineer

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Job Title: Senior Support Engineer

Job Summary:

We are seeking a highly skilled Senior Support Engineer to join our team at Blue Yonder. As a Senior Support Engineer, you will be responsible for providing technical support to our customers and partners, ensuring that they receive the best possible service and experience.

Key Responsibilities:

  • Provide functional and technical support to customers and partners, resolving issues and answering questions in a timely and professional manner.
  • Maintain positive customer relationships by resolving conflicts and issues, managing expectations, and instilling confidence in our team.
  • Provide advice to customers and partners on 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 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.