Sr Support Engineer 1

JDA Software; Dallas (TX); Remote; USD 85,000 - 95,000; Full time

Job summary

Join a forward-thinking company as a Senior Support Engineer in Supply Chain Planning. This dynamic role involves ensuring customer success with Blue Yonder's innovative solutions, focusing on SaaS and cloud environments. You will collaborate with global teams to troubleshoot and resolve issues, enhancing the customer experience. With a strong emphasis on communication and technical expertise, you will thrive in a fast-paced environment where your contributions directly impact client satisfaction. If you are passionate about supply chain solutions and eager to make a difference, this opportunity is perfect for you.

Benefits

Comprehensive Medical, Dental and Vision

401K with Matching

Flexible Time Off

Corporate Fitness Program

Voluntary benefits (Legal Plans, Pet Insurance)

Qualifications

• 3-5 years in customer-facing supply chain solution roles.
• Experience with Blue Yonder solutions is a plus.

Responsibilities

• Investigate and resolve customer issues in collaboration with global teams.
• Support SaaS customers on Azure and provide product support.

Skills

Customer-facing role experience

Supply Chain Planning solutions

DevOps operations model

Microsoft Azure

AI/ML proficiency

Excellent communication skills

Multi-tasking abilities

Education

Bachelor's degree in Computer Applications

Master's degree (preferred)

Tools

Oracle SQL

Microsoft SQL

Job description

Title: Sr Support Engineer - Supply Chain Planning

Overview:

Blue Yonder is a leading SaaS and AI-driven Global Supply Chain Solutions software product company, and a Glassdoor “Best Places to Work” employer.

We are seeking a Sr Support Engineer 1 to join the Blue Yonder Planning Operate (Support) team where your core focus is to ensure customers realize value from their Blue Yonder Supply Chain Planning solutions. For the suitable candidate, we are open to considering a remote work option.

The 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 requests, service requests, 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 300+ global associates across Americas (NA/LATAM), EMEA, APAC, and India, while supporting 500+ global customers on SaaS-Azure, Private Cloud, and On Premise.

Scope of Work:

Blue Yonder is undergoing tremendous SaaS/DevOps/AI-ML integrated transformation and this is a very exciting time to join our team! The Sr Support Engineer 1 will be responsible for investigating and resolving issues reported by customers in collaboration with global operations teams with functional and technical expertise. The individual will work with customers/stakeholders to rollout and support our designed products/solutions to efficiently satisfy business requirements while balancing complexity to ensure processes are supportable and meet customer satisfaction. Also, the Senior Support Engineer 1 will work with BY Implementation Partners to support our SaaS customers on the Azure environment and provide Solution/Product support on Blue Yonder Supply Chain Planning solutions during implementation and after Go-live.

Our current technical environment:

• Oracle SQL/ Microsoft SQL

What we are looking for:

Industry Experience:

• Minimum 3-5 years of experience in a customer-facing role for supply chain solution implementation (consulting) and/or support involving Advanced Planning and Optimization.
• Experience with Blue Yonder Supply Chain Planning solutions will be an added advantage.
• Preference for those with experience working with Blue Yonder solutions like Enterprise Supply Planning (ESP), Supply Chain Planner (SCP), Demand, Fulfillment, Sales and Operation Planning, Order Promiser (OP), and Inventory Optimization.
• Familiarity with the DevOps operations model is preferred.
• Previous experience providing software support to customers in on-premises and/or cloud-hosted environments; preference given to those with Microsoft Azure and SaaS solution support experience.
• Possesses a good understanding of one or more industry verticals such as High Tech/Technology, Consumer Goods, Retail, Biotech, Healthcare, and Manufacturing.
• Understands SAAS consumption, adoption, and business value KPIs related to planning solutions.
• Proficiency in other advanced planning solutions, such as APO (Advanced Planning and Optimization), and familiarity with ERP systems like SAP would be beneficial.
• Possess strong knowledge of SAAS consumption, adoption, and business value KPIs related to respective solutions.
• Proficiency with AI/ML and/or business analytics is preferred.

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.
• Proven background in collaborating with multiple stakeholders in a global setting.
• Must have strong multi-tasking skills.
• Must be self-motivated and a quick learner of new technologies, platforms, integrations, and data insights.
• Willingness to work flexible hours, including evenings and 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.

Salary and Benefits:

The salary range for this position is $85,000 - $95,000 USD with a 9% annual bonus eligibility.

The salary range information provided reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual salary will be commensurate with skills, experience, certifications or licenses, and other relevant factors. In addition, this role will be eligible to participate in either the annual performance bonus or commission program, determined by the nature of the position.

At Blue Yonder, we care about the wellbeing of our employees and those most important to them. This is reflected in our robust benefits package and options that include: 

• Comprehensive Medical, Dental and Vision
• 401K with Matching
• Flexible Time Off
• Corporate Fitness Program
• A variety of voluntary benefits such as Legal Plans, Accident and Hospital Indemnity, Pet Insurance and much more

At Blue Yonder, we are committed to a workplace that genuinely fosters inclusion and belonging in which everyone can share their unique voices and talents in a safe space. We continue to be guided by our core values and are proud of our diverse culture as an equal opportunity employer. We understand that your career search may look different than others and embrace the professional, personal, educational, and volunteer opportunities through which people gain experience.

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

Diversity, Inclusion, Value & Equity (DIVE) is our strategy for fostering an inclusive environment we can be proud of. Check out Blue Yonder's inaugural Diversity Report which outlines our commitment to change, and our video celebrating the differences in all of us in the words of some of our associates from around the world.

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.