Job Title: Sr Support Engineer

About Blue Yonder: Blue Yonder is a global leader in digital supply chain management solutions, specializing in AI-driven platforms that offer comprehensive supply chain management solutions including planning, execution, and omni-channel commerce.

Position Overview: The Sr Support Engineer is responsible for delivering advanced technical support to our customers by solving complex issues related to Blue Yonder's supply chain solutions. This role involves direct engagement with customers, understanding their needs, and ensuring high-quality service. The Sr Support Engineer plays a key role in enhancing the support processes and collaborating closely with cross-functional teams to improve product quality and supportability.

Responsibilities:

• Provide advanced technical support for Blue Yonder's supply chain solutions, addressing escalated customer issues with high complexity.
• Engage with customers to understand their requirements, reproduce issues, and develop solutions in collaboration with engineering teams.
• Mentor and guide junior support engineers, providing training and development opportunities.
• Contribute to the creation and maintenance of support documentation, knowledge base articles, and training materials.
• Work closely with product development teams to identify areas for product improvement based on customer feedback and recurring issues.
• Participate in root cause analysis and post-mortem reviews for significant incidents, ensuring continuous improvement of support processes.
• Implement and drive improvements in support methodologies, tools, and processes to enhance customer satisfaction.
• Stay updated with the latest changes and advancements in Blue Yonder’s products and solutions.

Technical Environment:

• Experience with supply chain management software or enterprise software support.
• Proficiency in troubleshooting complex technical issues involving databases, applications, and network configurations.
• Familiarity with cloud computing platforms (e.g., AWS, Azure, Google Cloud).
• Knowledge of scripting languages (e.g., Python, Bash) and tools for automation and monitoring.
• Strong understanding of IT service management (ITSM) practices and tools (e.g., ServiceNow, JIRA).
• Experience with relational and NoSQL databases (e.g., PostgreSQL, MongoDB).

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
• 5+ years of experience in technical support or related roles, with a focus on enterprise software solutions.
• Strong problem-solving skills, with the ability to analyze complex issues and develop effective solutions.
• Excellent communication skills, with the ability to interact effectively with customers and internal teams.
• Proven ability to manage multiple priorities and provide timely resolutions in a fast-paced environment.
• Team-oriented with a strong sense of accountability and commitment to quality.

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.