Overview:We are looking for a Senior Support Engineer to join the Blue Yonder Support (BYN) team, responsible for delivering exceptional customer experience through end-to-end ownership of customer solutions. This role involves proactive issue resolution, performance optimization, and continuous improvement to ensure high service quality, system stability, and customer satisfaction.Scope:Own customer environments across UAT, Production, DR, and SPT Drive proactive monitoring, incident prevention, and root cause analysis Engage early in implementation projects to ensure seamless transition to operations Collaborate with TAMs, Engineering, and DevOps teams to improve service delivery Contribute to automation, process improvement, and operational excellence initiatives Act as SME and mentor team membersOur current technical environment:Databases: SQL, OracleCloud: Microsoft Azure, Oracle CloudTechnologies: Java, APIs, SQL, UNIXMonitoring & Observability: AppDynamics, Splunk, logs and performance tools , KibanaTools & Platforms: JIRA, CI/CD (GitHub, Jenkins), scripting (Python, PowerShell, Shell)Architecture: Multi-tier client-server systems, load balancers, middleware integrationsWhat you’ll do:Own customer issues end-to-end, especially high-impact and complex incidentsPerform deep technical troubleshooting across application, database, and cloud layersConduct root cause analysis and implement preventive measuresMonitor system health and identify improvement opportunities using metrics and trendsOptimize system performance (DB tuning, query optimization, application performance)Support go-live and post-implementation transitions with strong operational readinessDrive automation and efficiency improvements in support processesMentor junior engineers and contribute to technical knowledge sharingWhat we are looking for: Strong expertise in SQL/Oracle and database performance tuningExperience in production application support and incident managementGood understanding of cloud technologies Hands-on experience with monitoring tools Strong troubleshooting skills across application, integration, and infrastructure layersKnowledge of APIs/integration troubleshooting Scripting/automation experience (Python, Shell, PowerShell) is a plusExcellent communication, collaboration, and customer management skillsProactive mindset with focus on ownership, continuous improvement, and customer satisfactionOur 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 ValuesAll 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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