Expert Support Engineer

Title:  Expert Support Engineer - SCPOBlue Yonder’s Planning Operate TeamBY 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 Work:Blue Yonder is undergoing tremendous SAAS/DevOps transformation and this is a very exciting time to join our team! The Expert Support Engineer 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. The Expert Support Engineer Individual will work with regional customers/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 Expert Support Engineer will work as a Squad member to support our SaaS customers on Azure environment and provide Solution/Product support to our On Premise customers. What you'll do:Provide functional and/or technical support during customer upgrades, deployments, rollouts, and post-production phasesAnalyze and resolve Performance Issues related to Planning solutions on Demand and SupplyMaintain positive customer relationships by resolving conflicts and issues, managing expectations, and instilling confidence in BY Planning Solution Operate TeamProvide advice to customers and internal Deploy & Operate Team regarding industry best practices and process methodologyDocument learnings and create knowledge articles for repeated casesBring in new ideas for automation, re-use and service improvementsUnderstand the SaaS offering, features and functionality deployed for a given customer.Work closely with the BY Planning SCPO/MPL Solution Experts for complex issue resolution including Product DevelopmentContinuous learning on latest BY Planning Solutions.Act as a liaison between Support Services, PMG, PD, Consulting Services, and BMI teams and across products.What we are looking for: Industry experience:Experience working with Blue Yonder's Supply Chain Planning solutions products requiredTechnical experience with BY products required such as Demand or Enterprise Supply Planning, Platform10+ years of experience in the Software/SaaS industry5+ years experience with customer/client support in Supply Chain softwareTechnical Skills: Expert in Database programming/Data Modeling using Oracle SQL and MS SQLStrong knowledge of middleware (i.e. Weblogic, TomCat)Proficiency in Java / J2EE concepts – JDBC, C++Cloud (Azure preferred), Log analysis and networking tools (i.e. AppDynamics, Splunk)Advanced knowledge with operating systems (e.g. Windows, UNIX, LINUX)Experience in scripting languages – Unix Shell Scripting, PowerShell, Python, Perl etc.Experience in supporting MuleSoft (referred), webservices (Rest/SOAP PI) based integrationsCloud Infrastructure – Azure cloud, certification on Azure fundamentals, Level 2 Azure certifications (will be added advantage)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-AD1#LI-remote-------------------------------------------Compensation range is base salary of $102,250 - $132,940The 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.The 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.