Support Engineer 2

Job Title:

Support Engineer 2

Overview:

As a Support Engineer 2 at Blue Yonder, you will play a crucial role in providing excellent customer experience and solution support to Blue Yonder customers. Your responsibilities will include owning Tier 2 solutions, enhancing solution stability, and enabling increased customer adoption of services. This role requires a proactive, innovative approach and a commitment to collaboration and continuous improvement.

About Blue Yonder:

Blue Yonder is a leader in digital supply chain management and omni-channel commerce fulfillment, offering a cloud-based platform powered by artificial intelligence and machine learning. Our solutions enable companies to predict and pivot to meet consumer demands efficiently. Blue Yonder's commitment to innovation helps businesses optimize inventory, enhance labor and logistics operations, and achieve a more sustainable and profitable supply chain.

What you'll do / Responsibilities:

Customer Experience and Solution Support:

• Deliver excellent customer experience by resolving solution cases (both customer and system created), mostly of moderate complexity.
• Own customer solutions for Tier 2 customers and consistently achieve high customer satisfaction through end-to-end ownership, engagement, and pro-activeness.
• Actively engage in application health monitoring using M&D tools.
• Attend case quality training and ensure adherence to SLA/SLO and quality practices.
• Identify and implement opportunities for early detection and resolution of incidents.
• Proactively seek guidance and commit to improving service quality.
• Expected to work in shifts and provide out-of-hours (OOH) support to facilitate 24x7 customer support.

Communication and Collaboration:

• Communicate effectively (both verbal and written) with customers and support junior team members in achieving effective communication.
• Collaborate relentlessly, passionately, and respectfully with various Blue Yonder teams and partners.
• Lead by example in demonstrating professionalism during internal and external conversations and understanding cultural differences and diversity.
• Balance between soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products).

Competency Development and Demonstration:

Technical Skills:

• Demonstrate moderate expertise in DBMS (e.g., SQL, Oracle), code debugging, platform support engineering (e.g., API and/or Mulesoft integration troubleshooting), and mobile application troubleshooting.
• Demonstrate moderate expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk, to monitor application health and investigate application issues, and analyze trends to reduce/eliminate recurring/high-impacting issues.

Product and Domain Knowledge:

• Develop moderate knowledge of product features and functionalities.
• Possess basic knowledge of relevant industry domains and customer business processes.
• Demonstrate capability to have interactions related to business process impact and workarounds during issue resolution.
• Understand SaaS consumption, adoption, and business value KPIs related to respective solutions.

Solution Architecture:

• Possess a decent understanding of solution architecture relevant to the concerned solution, including client-server and database architecture, load balancers, middleware, integration with external devices/systems, data flows, and identity and access management (e.g., SSO).
• Demonstrate decent skills in architecture frameworks, tools, and technologies relevant to the concerned solution, including web servers, OS frameworks and scripting languages, architecture frameworks, and tools to analyze server and application logs.
• Possess an understanding of Azure technologies relevant for concerned solutions, including deployment models, automations, and CI/CD pipeline tools (e.g., GitHub, Jenkins).
• Moderate capability in cloud operational activities such as deployment troubleshooting, application health monitoring, and development of automations (e.g., Python, RPA).

Behavioral Skills:

• Exhibit service mindset by consistently displaying customer centricity and ownership.
• Seek regular performance feedback and work on self-development opportunities to achieve holistic personal and professional development.
• Proactively identify learning opportunities and career paths.

Value Addition and Continuous Improvement:

• Contribute to Knowledge Centered Support (KCS) by creating high-quality knowledge articles and leveraging existing articles to provide faster resolution to solution issues.
• Identify opportunities for operational improvements (e.g., automation, process improvements) and implement new methodologies to increase process efficiencies and return on investment (ROI).

Qualifications - What are we looking for:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 3-5 years of experience in a technical support or engineering role.
• Strong analytical skills and the ability to work collaboratively within a team.
• Excellent communication skills, with the ability to mentor junior team members and support team objectives.
• Proven capability to work effectively under pressure and deliver high-quality results in a dynamic environment.

Our Values

If 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 Values

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.