Support Engineer 2 (WMS/Warehouse Management )

JDA Software; Coimbatore District; On-site; INR 600,000 - 900,000; Full time

Job summary

Blue Yonder is seeking a Senior Support Engineer to enhance customer experience, resolve complex issues, and provide robust solutions. The role involves end-to-end ownership, global collaboration, and proactive engagement across multiple technologies including SQL, Oracle DB, AppDynamics, Splunk, and ServiceNow.

You will support cloud/SaaS environments, replicate customer setups, and document learnings while maintaining high SLA adherence. Flexible shift timings are required.

Qualifications

• Bachelor’s degree in STEM with 4–6 years of experience.
• Strong communication and analytical skills.
• Experience in a support engineering role is preferred.
• Proficient with SQL/Oracle DB complex queries.
• Familiarity with AppDynamics, Splunk, ServiceNow.
• Willingness to work in rotational shifts (Shift 1/2/3).

Responsibilities

• Support engagements with global teams to address customer needs.
• Understand customer requirements and design solutions to meet business needs.
• Address and resolve technical issues within SLAs; document learnings.
• Replicate and maintain customer environments and knowledge of solution architecture.
• Improve customer satisfaction and follow up until case closure.
• Collaborate with internal/external stakeholders and report to management.

Skills

Good communication

Analytical skills

Team experience

Tech savviness

Education

Bachelor’s degree in STEM

Tools

AppDynamics

Splunk

ServiceNow

SQL

Oracle

Job description

Blue Yonder Title: Support Engineer II Other Comparable Titles: Product Specialist, Techno-Functional Architect

Overview

Join our leading AI-driven Global Supply Chain Solutions Software Product Company, recognized as one of the “Best Places to Work”. We are seeking a skilled Senior Support Engineer to enhance customer experience and provide robust solution support to Blue Yonder customers. The role demands an innovative, proactive approach to customer value creation and involves resolving complex technical issues with high expertise.

Scope

Customer Solution Ownership: Achieve high customer satisfaction and positively impact NPS scores through end-to-end ownership, engagement, and proactive support.

Global Team: Collaborate with 120+ global associates across the US, Mexico, India, Australia, and the UK, with rapid growth expected.

Our Current Technical Environment

Software: BY Discrete, SQL, AppDynamics, Splunk, Oracle/MSQL, Java, GIT, Rest API, OAuth

Cloud Architecture: MS Azure (ARM templates, AKS, Application gateway, Virtue Networks, Event Hub, Azure AD)

Application Architecture: Scalable, resilient, event-driven, secure multi-tenant microservices architecture

Frameworks/Others: Kubernetes, Kafka, Elasticsearch, Spark, NoSQL, RDBMS, Springboot, Gradle GIT, Ignite

What You’ll Do

• Support Engagements: Work with global technical and functional teams to support various customer engagements.
• Customer Interaction: Understand customer requests, support designed products/solutions to meet business requirements, and ensure high customer satisfaction.
• Issue Resolution: Address and resolve technical issues adhering to SLAs, document learnings, and create knowledge articles.
• Environment Management: Replicate and maintain customer environments and knowledge of customer solution architecture and integration points.
• Customer Satisfaction: Provide quality and timely solutions to improve customer satisfaction and follow-up until closure.
• Stakeholder Interaction: Interact with internal and external stakeholders and report to management.
• Process Improvement: Identify areas for improvement and automation in routine tasks.
• Continuous Learning: Stay updated with new technologies and products, demonstrate quick learning ability, and maintain good interpersonal and communication skills.
• Architecture Simplification: Drive simpler, more robust, and efficient architecture and designs.
• Product Representation: Confidently represent product and portfolio, including vision and technical roadmaps, within the company and to strategic customers when necessary.

Detailed Responsibilities

• Customer Issue Resolution: Understand customer-raised issues, especially in Cloud/SaaS environments, and take appropriate actions to resolve them.
• Code Review: Review product source code or design documents as necessary.
• Case Management: Own and resolve all cases for global customers, adhering to defined SLAs.
• Knowledge Sharing: Document learnings and create knowledge articles for repeated cases.
• Environment Replication: Replicate and maintain customer environments.
• Solution Knowledge: Maintain knowledge of customer solutions and customizations.
• Urgency in Interaction: Demonstrate a sense of urgency and swiftness in all customer interactions.
• Techno-Functional Point of Contact: Act as the techno-functional POC for all cases, ensuring timely triage and assignment.
• Global Collaboration: Utilize instant messenger and other tools to collaborate globally.
• Shift Work: Work in rotational shifts and be flexible with timings.
• Goal Achievement: Meet organizational and team-level goals.
• Customer Satisfaction: Improve customer satisfaction by providing quality and timely solutions and follow-up until case closure.
• Process Automation: Identify areas for improvement and scope for automation in routine tasks or activities.
• Team Player: Help in meeting team-level goals and be a team player.

What We Are Looking For

• Educational Background: Bachelor’s degree (STEM preferred) with a minimum of 4 to 6 years of experience.
• Team Experience: Experience in working as a team.
• Skills: Good communication and strong analytical skills.
• Technical Proficiency: Experience in working with SQL/Oracle DB complex queries.
• Domain Knowledge: Fair understanding of the Supply Chain domain.
• Support Engineering Experience: Experience in support engineering roles.
• Techno-Functional Expertise: Possess strong techno-functional expertise.
• Tech Savviness: Ability to adapt to any technology quickly.
• Critical Issue Support: Provide technical and solution support during critical/major issues.
• Tool Experience: Experience with varied tools such as AppDynamics, Splunk, and ServiceNow.
• Shift Flexibility: Flexible to work in shift timings: Shift 1: 6 am to 3 pm Shift 2: 2 pm to 11 pm Shift 3: 10 pm to 7 am

Shift Flexibility

Flexible to work in shift timings: Shift 1: 6 am to 3 pm.

Shift 2: 2 pm to 11 pm.

Shift 3: 10 pm to 7 am.

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.

Who are we?

We are a proven, passionate bunch of disruptors. Our work is all about tapping into your potential so we can deliver the best solutions and customer experiences on the planet. Collaboration, respect, and a great work-life balance earned us the title of "Best Place to Work- Employees' Choice" by Glassdoor. Our people are smart, creative, rock stars with over 400 patents and 10,000 people years of domain expertise.

What do we do?

Blue Yonder is the world leader in digital supply chain and omni-channel commerce fulfillment. Our intelligent, end-to-end platform enables retailers, manufacturers and logistics providers to seamlessly predict, pivot and fulfill customer demand.

With Blue Yonder, you can make more automated, profitable business decisions that deliver greater growth and re-imagined customer experiences.

Blue Yonder - Fulfill your Potential. ™ blueyonder.com “Blue Yonder” is a trademark or registered trademark of Blue Yonder, Inc.

Any trade, product or service name referenced in this document using the name “Blue Yonder” is a trademark and/or property of Blue Yonder, Inc.

Blue Yonder, Inc. 15059 N Scottsdale Rd, Ste 400 Scottsdale, AZ 85254