Support Engineer 2 (Supply Chain Planning)

Support Engineer 2 (Supply Chain Planning)

The Support Engineer will support our SaaS and On Prem customers to provide Solution/Product support on Demand, Fulfillment, Promotions and our next generation of cognitive planning applications throughout the customer value journey with Blue Yonder.

What you'll do:

• Provide functional and/or technical support during customer upgrades, deployments, rollouts, and post-production phases
• Maintain positive customer relationships by resolving conflicts and issues, managing expectations, and instilling confidence in BY Planning Solution Operate Team
• Provide advice to BY partners and customers regarding industry best practices and process methodology
• Document learnings and create knowledge articles for repeated cases
• Bring in new ideas for automation, re-use and service improvements
• Understand the SaaS offering, features and functionality deployed for a given customer.
• Work closely with the BY Planning SCPO Solution Experts for complex issue resolution including Product Development
• Continuous learning on latest BY Planning Solutions.

What we are looking for:

Industry experience:

• 1+ years of Supply chain planning domain experience
• 1+ years of experience in the Software/SaaS industry
• Ideal candidate will have experience working with BY products, specifically Supply Chain Planning solutions.
• Technical experience with BY products preferred specifically Demand, Fulfillment, SCPO Platform
• Experience with customer/client support in Supply Chain software

Technical Skills:

• Experience with Database programming/Data Modeling using Oracle SQL and MS SQL
• Working knowledge of middleware (i.e. Weblogic, TomCat)
• Proficiency in Java / J2EE concepts – JDBC, C++
• Azure 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.

Soft Skills:

• Must have excellent communication and interpersonal skills to interact with a wide variety of internal personnel with emphasis on follow-through and reporting
• Ability to work calmly under pressure and meet deadlines
• Must have strong multi-tasking skills
• Must be self-motivated and quick learner - New technologies, platforms, integrations
• Able to work flexible hours, including evenings, weekends, as warranted by the situation in critical times or to manage customer escalations
• Demonstrates initiative and is inquisitive
• Succeeds in a fast-paced environment
• Demonstrates the ability to work independently without losing team synergy
• Demonstrates customer service ethics and core values

Education:

• Bachelor’s degree required, major in Computer Applications, Industrial Engineering, Supply Chain Management, or other equivalent technical fields. Master’s degree preferred.