BY Title: Sr Support Engineer 1 - Supply Chain Planning SolutionsLocation: Ontario, Canada requiredOverviewBY 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 WorkBlue Yonder is undergoing tremendous SAAS/DevOps transformation and this is a very exciting time to join our team! The Senior Support Engineer 1 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 regionalcustomers/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 1 will work with BY Partners to support our SaaS customers on Azure environment and provide Solution/Product support to On Prem customers.What you'll doProvide functional and/or technical support during customer upgrades, deployments, rollouts, and post-production phasesUnderstand and triage customer issues, conducting any necessary technical research or team collaboration Document learnings and create knowledge articles for repeated casesLog and respond to customer support requests via phone, e-mail, and web interfaceCommunicate product and solution expertise to internal and external customersDocument learnings and create knowledge articles for repeated casesUnderstand 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 DevelopmentContinuous learning on latest BY Planning Solutions.What we are looking forIndustry experience:Minimum 5 years’ experience in a Customer-facing Software Industry role; preference given to software support or software consulting rolesPrevious experience providing software support to customers in On-Premise and/or Cloud-Hosted environments required; Preference to those with Microsoft Azure and SaaS solution support experienceExperience working with BY products preferred specifically, Supply Chain Planning solutions. Functional knowledge of Blue Yonder SCPO Platform a major plusSupply chain domain experience a plusTechnical Skills:Must be an Expert in Database programming/Data Modeling using Oracle SQL and MS SQLProficiency in Java / J2EE concepts – JDBC, C++ is requiredAdvanced knowledge with operating systems (e.g. Windows, UNIX, LINUX) is requiredStrong knowledge of middleware (i.e. Weblogic, TomCat) highly desirableCloud (Azure preferred), Log analysis and networking toolsExperience 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 reportingAbility to work calmly under pressure and meet deadlinesProven background to have managed multiple stakeholders in a global environmentMust have strong multi-tasking skillsMust be self-motivated and quick learner - New technologies, platforms, integrationsAble to work flexible hours, including evenings, weekends, as warranted by the situation in critical times or to manage customer escalationsDemonstrates initiative and is inquisitiveSucceeds in a fast-paced environmentDemonstrates the ability to work independently without losing team synergyDemonstrates customer service ethics and core valuesEducation:Bachelor’s degree required, major in Computer Applications, Industrial Engineering, Supply Chain Management, or other equivalent technical fields. Master’s degree preferred.*LI-AD1Our ValuesIf you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core ValuesDiversity, Inclusion, Value & Equality (DIVE) is our strategy for fostering an inclusive environment we can be proud of. Check out Blue Yonder's inaugural Diversity Report which outlines our commitment to change, and our video celebrating the differences in all of us in the words of some of our associates from around the world.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.
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