Support Engineer 2 (ESO)

Blue Yonder Title:Support Engineer 2Overview: The Support Engineer 2 will support our SaaS customers to provide Solution/Product support on ESO, during implementation and after go live. What you'll do:Provide functional and/or technical support during customer upgrades, deployments, rollouts, and post-production phasesMaintain positive customer relationships by resolving conflicts and issues, managing expectations, and instilling confidence in BY Planning Solution Operate TeamProvide advice to BY partners and customers 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 ESO Solution Experts for complex issue resolution including Product DevelopmentContinuous learning on latest BY Solutions.What we are looking for: Industry experience:3+ years of ESO/WFM experience3+ years of experience in the Software/SaaS industryIdeal candidate will have experience working with BY products, specifically ESO.Technical experience with BY products preferred specifically, ESO/WFMExperience 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)Basic Programming language Knowledge (ex: Java, C, C#, PHP)Cloud (Azure preferred), Log analysis and networking tools Advanced knowledge with operating systems (e.g. Windows, UNIX, LINUX)Experience in scripting languages – Unix Shell Scripting, PowerShell, Python, Perl etc.Code debugging in relevant programming languagesPlatform support engineering (ex: API and/or Mulesoft integration troubleshooting)SaaS toolsets like AppDynamics, Splunk to monitor application and investigate issues. 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 or other equivalent technical fields.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.