Support Engineer 2

WMS-Dispatcher Support RoleBlue Yonder Title:Support Engineer 2Other comparable titles:Technical Support AnalystOverview:Analyst will be helping a global team located in UK, India and Mexico by addressing software issues on the WMS Dispatcher application for customers around the globe. Mainly UK and US customers.Help the team documenting problems and generating a knowledge base to address future issues.Troubleshoot of incidents and problems to reach out a solution by interacting within teams such as peers, Consulting, Product Development, DBAs, Customers and JDA Management.Our current technical environment:Software: Java, ansi-c, shell scripting, PL/SQLWebServers: JBOSS, WebSphere, ApacheDatabases: Oracle, SQL Server, Toad or SQL DeveloperOS: Unix, Linux, WindowsCloud: AzureWhat you’ll do:Delivers excellent customer experience by resolving solution cases (both customer and system created) mostly of moderate to high complexity.DBMS (SQL, Oracle) for application support; writing, reviewing and improving queries, procedures, etc. DB health analysis (statistics, DB reports, Execution Plan, Indexes).Code reading and debugging in relevant programming languages (ansi-c, Java).Monitor application health and investigate application issues.Analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues.Proactively seeks guidance, strives and commits to improve service quality.Expected to provide Out of Office (OOH) support to facilitate the Company’s 24x7 customer support in line with the terms defined in the contract of employment and country legislation. WMS Dispatcher Mexico team rotates weekend on calls with India and UK team, 12 hours on Saturday and 12 hours on Sunday for a total 24 coverage during the weekend, expected to cover once every 30 to 45 days.Expected to work in shifts to facilitate the Company’s 24x7 customer support in line with the terms defined in the contract of employment and country legislation. WMS Dispatcher covers from 10am to 8pm Central Mexico time, but there might be plans to open a new shift from 7am to 5pm (to be decided).Communicates (verbal and written) effectively with customers.Hold constructive conversations in relation to business process/issue impact and work-arounds with customers during issue resolution.Lead by example demonstrating professionalism during internal and external conversations. Work in a multi-cultural environment.Balance between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products)What we are looking for:Bachelor’s degree in software engineering or Computer Science.2 to 4 years of experience providing support for enterprise applications.Understanding of multiple layers of solution architecture including Client-Server and database, Load Balancers, Middleware.Good communication skills, both in Spanish and EnglishCapable of having a fluent technical conversation in EnglishCapable of reading and understanding code (C, C++, Java)Good SQL skills (PL/SQL, experience in Oracle preferable)Troubleshooting Application and Database performance issues. DB health analysis (statistics, fragmentation, query execution plan, indexes).Soft skills such as being able to work within a team and independently.Abstract and logical skills are a must to have.Nice to Have:Basic experience with batch scripting and basic usage of Linux commands.Working with Azure and applications deployed in Cloud Architecture.DB administration knowledge such as creating tables, indexes, triggers, grantsOur 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.