Acts as a liaison between Support Services, PMG, Consulting Services across products. Available on call (on shift basis) for extreme emergencies / critical site down issues.Demonstrates and adheres to best practices of all internal Support Services polices and procedures. Ensures quantity and quality content in the Knowledgebase.Add value by developing knowledge article as well as working on operational improvementsEscalates issues that may have a negative financial or relationship impact. Mentors team associates in product knowledge and triage techniques.Performs customer performance reviews and Health Checks.Provides advice to customers and product / implementation teams regarding industry best practices and process methodology. Provides functional and/or technical support during a customers product implementation and "go-live" periods. Understands the business features and functionality to be provided by the product. Works in a cross-functional capacity to support quality design, development and testing. Works with other analysts to progress and resolve sensitive and complex issues, in addition to maintaining their assigned caseload.Monitors and actions BY solutions for SaaS customers, Continuously improving solution stability by early detection and resolution, as well as outflow and recurrence prevention of incidents-------------------------------------------Strong analytical/problem solving skills, ability to provide alternatives, root cause analysis, testing skills and ability to make thoughtful proposalsMust have effective oral and written communications skills and the ability to work successfully with internal and external stakeholdersFamiliarity with detail domain is a mustExperience with scripting tools like Jmeter and seleniumExperience with Azure and GCP cloud services around deployments and monitoringExperience with tuning, extracting data from CAssandra and Mongo DBFamiliarity with confluent kafkaThe salary range information provided, reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual salary will be commensurate with skills, experience, certifications or licenses and other relevant factors. In addition, this role will be eligible to participate in either the annual performance bonus or commission program, determined by the nature of the position.At Blue Yonder, we care about the wellbeing of our employees and those most important to them. This is reflected in our robust benefits package and options that includes: Comprehensive Medical, Dental and Vision 401K with Matching Flexible Time Off Corporate Fitness Program Wellbeing Days A variety of voluntary benefits such as; Legal Plans, Accident and Hospital Indemnity, Pet Insurance and much moreAt Blue Yonder, we are committed to a workplace that genuinely fosters inclusion and belonging in which everyone can share their unique voices and talents in a safe space. We continue to be guided by our core values and are proud of our diverse culture as an equal opportunity employer. We understand that your career search may look different than others, and embrace the professional, personal, educational, and volunteer opportunities through which people gain experience.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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