Support Engineer 2

time left to apply End Date: April 28, 2025 (30+ days left to apply)

job requisition id 250676

Overview:

BY Planning Operate (Support) Team is responsible for working with our global customer base to support the Supply Chain Solution during onboarding, go-live, and steady state phases of their implementation. For our SaaS & Cloud customers, we handle all aspects of solution support, including proactive monitoring, application support, product support, change request, service request, as well as End-to-End workflow support. To help achieve success, we are working in an integrated model to work closely with other cross-functional / development teams to drive a more controlled environment.
The team currently consists of 200+ global associates across Americas (NA/LATAM), EMEA, APAC, and India, while supporting 500+ global customers on SaaS, Private Cloud, and On Premise.

Scope of work:

Support Engineer 2 will be responsible for working with global functional & technical teams under various customer engagements to gather and understand the technical / functional reported issues/problems and drive towards solutions and fixes. The Individual will work with regional customers/stakeholders to rollout, support our designed products / solutions to efficiently satisfy business requirements, while balancing complexity to ensure processes are supportable and meet customer satisfaction. The Support Engineer will work as a Squad member to support our SaaS customers on an Azure environment and provide Solution/Product support to our On Prem customers.

What you'll do:

Exceptional Customer Experience:

• Deliver outstanding customer experiences and provide solutions for BY customers.
• Case Management: Handle Low/Medium/High and Critical-severity customer cases and occasionally high severity cases, ensuring full ownership of the process.
• Proactive Monitoring: Manage internal cases generated by BY's monitoring tools.
• Quality Compliance: Participate in training to ensure adherence to SLAs, SLOs, and quality standards.
• Customer Satisfaction: Achieve satisfaction through ownership, engagement, and proactive behavior.
• Guidance Seeking: Work under supervision, actively seeking mentorship to improve work quality.
• Shift Flexibility: Be prepared to work shifts and outside normal hours as needed.

Collaboration and Communication:

• Engagement: Communicate passionately and empathetically with team members and stakeholders.
• Effective Communication: Maintain professionalism and empathy in all interactions, respecting cultural diversity.

Competency Development:

• Core Competencies: Develop knowledge in tools, technologies, products, and solution architecture.
• Product Training: Attend boot camps to learn product features for resolving issues.
• Business Process Understanding: Gain insight into customer business processes for better service.
• Cloud Models Knowledge: Build understanding of private, public, and hybrid Cloud models.
• Application Monitoring: Participate in health monitoring and proactively address availability issues.

Innovation and Teamwork:

• Customer-Centric Approach: Demonstrate commitment to customer needs and innovative collaboration.
• Feedback Seeking: Regularly seek feedback for personal development.
• Knowledge Contribution: Contribute to KCS by creating quality articles and identifying operational improvements.

Continuous Learning: Identify opportunities for growth and support customer solutions.

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.

About Us

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.