Support Engineer's Scope of WorkAttend product boot-camp and learns standard product features to resolve non-complex issues.Understand the technical end-to-end architecture of a customer´s Blue Yonder Retail Planning solution through early engagement and knowledge transition from the implementation teams.Technical upgrades and rollouts, by providing assistance on change requests and other technical troubleshooting.What you will doAct as the initial point of contact for all Blue Yonder Retail Planning Solutions related cases from customers or other internal stakeholdersBlue Yonder Retail Planning Solution suite installation and configuration including understanding of associated 3rd party componentsProactive alert monitoring and driving corrective and preventive actions to ensure solution availabilityIdentify areas of improvement and scope of automation on routine tasks or activitiesRespond to customer inquiries and assist in troubleshooting and resolving challengesFollow ITIL best practices and other Blue Yonder processes for incident, problem and change management and other Deploy & Operate activitiesDocument resolution steps on Knowledge Articles to promote case deflectionWork closely with the Blue Yonder Retail Planning Solution Experts for complex issue resolution including Product DevelopmentContinuous learning on latest Blue Yonder Retail Planning SolutionsWhat we are looking forTechnical ExperienceNice to have background in Technical Support and/or Product Development of enterprise-scale web applicationsBasic knowledge in Cloud-based applications (Azure preferred), Log analysis and Application Monitoring tools (i.e. AppDynamics, Splunk)Basic knowledge in debugging/analyzing code in any of these programming languages (Java/.Net/C++, python, shell scripting, PowerShell)Basic Knowledge in importing and exporting data, building and executing simple / complex queries with Oracle SQL and MS SQLEducation:Bachelor’s Degree in EngineeringSoft SkillsMust have excellent written and verbal communication and interpersonal skills to interact with a wide variety of internal personnel and external stakeholders, with emphasis on follow-through and reportingContinuous improvement mindset and lateral thinkingSelf-motivated and a quick learner - New technologies, platforms, integrationsAbility to work calmly under pressure and meet deadlinesAble to work flexible hours, including evenings, weekends, as warranted by the situation in critical times or to manage customer escalationsAble to take on-call escalationsOur 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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