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Sr Support Engineer 2

hace 4 meses

Monterrey, México Blue Yonder A tiempo completo

BY Planning Operate (Support) Team is responsible for working with our global customer base to support the Supply Chain Solution during onboarding, go-live, and steady state phases of their implementation. For our SaaS & Cloud customers, we handle all aspects of solution support, including proactive monitoring, application support, product support, change request, service request, as well as End-to-End workflow support. To help achieve success, we are working in an integrated model to work closely with other cross-functional / development teams to drive a more controlled environment.

The team currently consists of 200+ global associates across Americas (NA/LATAM), EMEA, APAC, and India, while supporting 500+ global customers on SaaS, Private Cloud, and On Premise.

Scope of Work:

Blue Yonder is undergoing tremendous SAAS/DevOps transformation and this is a very exciting time to join our team The Senior Support Engineer 2 will be responsible to work with global functional & technical teams under various customer engagements to gather and understand the technical / functional reported issues/problems and drive towards solutions and fixes. Individual will work with regional

customers/stakeholders to rollout, support our designed products / solutions to efficiently satisfy business requirements, while balancing complexity to ensure processes are supportable and meet customer satisfaction. The Senior Support Engineer will work with BY Partners to support our SaaS customers on Azure environment and provide Solution/Product support on Demand/Fulfillment during implementation and after go live.

What you'll do:

  • Provide functional and/or 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 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 latest BY Planning Solutions.

What we are looking for:

Industry experience:

  • Experience working with BY products preferred specifically, Supply Chain Planning solutions.
  • Technical experience with BY products preferred specifically, Demand, Fulfillment, SCPO Platform
  • 5+ years of Supply chain domain experience
  • 5+ years of experience in the Software/SaaS industry
  • 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:

  • Must have 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
  • Must have strong multi-tasking skills
  • Must be 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.