BY Title: Support Engineer 2
Overview: The Support Engineer 2 will support our SaaS customers to provide Solution/Product support on ESO, during implementation and after go live.
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 ESO Solution Experts for complex issue resolution including Product Development
- Continuous learning on latest BY Solutions.
What we are looking for:
Industry experience:
- 3+ years of ESO/WFM experience
- 3+ years of experience in the Software/SaaS industry
- Technical experience with BY products preferred specifically, ESO/WFM
- Experience with customer/client support in Supply Chain software
Technical Skills:
- Expert in Database programming/Data Modeling using Oracle SQL and MS SQL
- Strong knowledge of middleware (i.e. Weblogic, TomCat)
- Basic Programming language Knowledge (ex: Java, C, C#, PHP)
- Cloud (Azure preferred), 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.
- Code debugging in relevant programming languages
- Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)
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 to have managed multiple stakeholders in a global environment
- 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 or other equivalent technical fields.
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 & Equality (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.
