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The Senior Technical Support Engineer will assist our SaaS and On-Premise clients by delivering Solution/Product support related to Demand/Fulfillment and Promotion, both during the implementation phase and after the system goes live.
Key Responsibilities:
- Deliver functional and/or technical assistance during customer upgrades, deployments, rollouts, and post-production phases.
- Foster positive customer relationships by addressing conflicts and issues, managing expectations, and building trust in the Blue Yonder Planning Solution Operations Team.
- Offer guidance to Blue Yonder partners and clients on industry best practices and process methodologies.
- Document insights and create knowledge articles for recurring issues.
- Propose innovative ideas for automation, reuse, and service enhancements.
- Gain a thorough understanding of the SaaS offerings, features, and functionalities available to each customer.
- Collaborate closely with the Blue Yonder Planning SCPO Solution Experts for complex issue resolution, including Product Development.
- Engage in continuous learning regarding the latest Blue Yonder Planning Solutions.
Desired Qualifications:
Industry Experience:
- Over 5 years of experience in the Supply Chain domain.
- More than 5 years of experience in the Software/SaaS sector.
- Preferred candidates will have experience with Blue Yonder products, particularly Supply Chain Planning solutions.
- Technical experience with Blue Yonder products is preferred, specifically in Demand, Fulfillment, and SCPO Platform.
- Experience in customer/client support within Supply Chain software.
Technical Skills:
- Proficient in Database programming/Data Modeling using Oracle SQL and MS SQL.
- Strong understanding of middleware technologies (e.g., Weblogic, TomCat).
- Proficient in Java / J2EE concepts – JDBC, C++.
- Knowledge of Cloud technologies (preferably Azure), log analysis, and networking tools.
- Advanced knowledge of operating systems (e.g., Windows, UNIX, LINUX).
- Familiarity with scripting languages – Unix Shell Scripting, PowerShell, Python, Perl, etc.
Soft Skills:
- Excellent communication and interpersonal skills to engage with a diverse range of internal personnel, emphasizing follow-through and reporting.
- Ability to remain composed under pressure and meet deadlines.
- Proven experience managing multiple stakeholders in a global context.
- Strong multitasking abilities.
- Self-motivated and quick to learn new technologies, platforms, and integrations.
- Willingness to work flexible hours, including evenings and weekends, as required during critical situations or to manage customer escalations.
- Demonstrates initiative and curiosity.
- Thrives in a fast-paced environment.
- Capable of working independently while maintaining team synergy.
- Upholds customer service ethics and core values.
Educational Background:
- Bachelor's degree required, preferably in Computer Applications, Industrial Engineering, Supply Chain Management, or other related technical fields. A Master's degree is preferred.
Our Core Values
To understand the essence of a company, examine its values. Our values unite us and drive our success, as well as that of our customers.
Our commitment to Diversity, Inclusion, Value & Equality (DIVE) fosters an inclusive environment we can all take pride in.
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.
