Sr Support Engineer

Role : Sr Support Engineer

Location : Dallas, TX , NO REMOTE, Hybrid in Office is required for this role

Scope of Work:
Blue Yonder is undergoing tremendous SAAS/DevOps transformation and this is a very exciting time to join our team! The Sr Support Engineer will be responsible to work with global Product Development, functional & technical teams under various customer engagements to gather and understand the technical / functional reported issues/problems and drive towards solutions and fixes. 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 support our SaaS customers on Azure environment, and provide Solution/Product support to our customers.

What you'll do:

• Provide functional and/or technical support during customer upgrades, deployments, rollouts, and post-production phases
• Understand and triage Critical/complex customer issues, conducting any necessary technical research and create knowledge articles for repeated cases
• Communicate product and solution expertise to internal and external customers
• Understand the SaaS offering, features and functionality deployed for a given customer.
• Work closely with Product Development to improve product quality
• Early Engagement for Implementation and improve case deflection
• Provide direction and inputs for Root Cause analysis and proposes prevention ideas.
• Contribute to achieve site reliability engineering KPI targets
• Drive and executes on operational improvements (ex: automation, process changes etc.)

What we are looking for:

• Bachelor’s degree required, major in Computer Applications, Industrial Engineering, Supply Chain Management, or other equivalent technical fields. Master’s degree preferred.
• Minimum 6-8 years’ experience in a Customer-facing Software Industry role; preference given to software development or Application software support roles

• Knowledge in BlueYonder Planning product will be added advantage.
• Experience working with Blue Yonder products, specifically Supply Chain Planning solutions (Enterprise Supply Planning, Supply Chain Planner, Demand, Fulfillment, Sales and Operation Planning, Order Promiser…)
• Supply chain domain experience and exposure to DevOps is preferred.
• Previous experience providing software support to customers in on-premise and/or cloud-hosted environments; preference given to those with Microsoft Azure and SaaS solution support experience.
• Understands SAAS consumption, adoption and business value KPIs related to planning solution

Technical Skills:

• Experience with Oracle database and/or WebLogic, Java preferred.
• Demonstrates strong analytical and problem solving skills.
• Programming language in Java / J2EE concepts – JDBC, C++
• Knowledge with operating systems (e.g. Windows, UNIX, LINUX)
• Understanding in scripting languages – Unix Shell Scripting, PowerShell, Python 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 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
• Enjoys working in a team-oriented and fast-paced environment
• Collaborates relentlessly, passionately and respectfully with various BY teams, customers and partners
• Leads by example demonstrating professionalism during internal and external conversations, understands cultural differences and diversity.
• Balances between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products)

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The salary range for this position is $74,577 - $108,212

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, det