The Support team currently comprises of 300+ global associates across North America, Europe, India / LATAM (COE) and APAC and is expected to grow rapidly!In the background Support Engineer performs the analysis of customer raised tickets and decides if other internal teams need to be involved (E.g.: Product Development, Infrastructure Team) to provide customer with satisfying solution in shortest time possible. Main technical stack will be: BY Applications (ESP, SEQ, IO), DB (MSSQL & Oracle), Windows Servers, Azure. Most of the time will be spent on communication with multiple teams – so the team player approach is welcomed!This position will encourage you to connect functional Supply Chain knowledge, soft skills when presenting the solutions for the customers and a bit of technical knowledge when you modify the data or perform updates on customer machines. During case work you will be performing:Analysis of provided informationAsking for additional detailsSeeking for main root cause in BY applicationsCommunicating a lot internally with Blue Yonder associates and externally with Partners / CustomersPerforming deep level root-cause analysis based on:Blue Yonder documentationClosed support tickets from pastCooperation with other experts,BY debugging tools/techniques This will lead you to solve the issue and keep customer environments running correctly. After a ticket raised by the customer is closed, you will be responsible for building articles in the internal Knowledge Base – to help other team members with solving similar situations in the future.Responsibilities:Triage & resolve customer/internal raised cases related to Blue Yonder Supply Chain applications (Enterprise Supply Planning, Sequencing)Provide excellent customer experience and solution support to strategic BY customers with ownership, proactive and innovative approachCommunicate effectively with the customers, internal BY teams & external third partiesDisplays professionalism and empathy during internal and external conversationsConsistently demonstrate customer centricity and relentless attitude to innovate through teamworkBuild and demonstrate competency in BY product and supply domainCollaborate with cross functional teams including Product Development, Consulting and Cloud services to deliver high quality to customersResolve internal proactive monitoring cases generated by BY tools in SaaS environmentsAdd value by developing knowledge article as well as working on operational improvementsKnowledge and Skills BY is looking for:Essential:At least 3 years of experience in supply chain industry, with business knowledge of the overall planning processesStrong analytical / problem solving skills, ability to provide alternatives, root cause analysis, testing skillsMust have effective oral and written communications skills in English and the ability to work successfully with internal and external stakeholdersGood to have:Experience in software support would be a plusKnowledge of BY Supply Planning solutions: Enterprise Supply Planning, SequencingBasic understanding of Relational databases concept (Oracle / MSSQL)Basic understanding of modern IT concepts including cloud computing (for example Azure)Basic knowledge on Windows / UNIXPresentation skills and demonstrated presentation experienceCapable of facilitating meetings (design sessions, conflict resolutions, brainstorming, etc.)Fluency in additional European languagesBY Offers:Highly professional environment of top international industry experts.Chance to deal with the best-in-class SCM solutions and work with the most prestigious and advanced Retail, Manufacturing, and Distribution companies in the world.Excellent development abilities and further growth potential.Clear independence and empowerment.Permanent job contract.Highly competitive salary and benefits package.Our 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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