Support Engineer 1 - Tms

Blue Yonder Title: •    Support Engineer 1 (Cloud Applications /SaaS) Other Comparable titles: •    Techno-Functional Support Analyst Overview: •    Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor’s “Best Places to Work” •    Seeking an astute individual that has a strong techno-functional foundation with strong Application Support Experience in TMS or Supply Chain Domain. Scope: •    Deliver flawless application support to Blue Yonder customers by resolving complex solution issues  •    Work on resolution of solution issues in collaboration with multiple Blue Yonder and customer stakeholders. •    Deepen competency on end to end solution architecture, performance engineering and relevant SaaS tools OR business processes and industry domain  •    Own customer solution and enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption and adoption of the service. •    Use SaaS tools like Appd and Splunk, to provide faster resolution to solution issues. Our current technical environment: i. Demonstrates strong technical expertise as required to support concerned solution, for e.g.,      - DBMS (ex: SQL, Oracle) for application support; writing, reviewing, and improving queries, procedures etc.      - Code debugging      - Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)      - Troubleshooting Mobile application issues ii. Demonstrates strong expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.:      - to monitor application health and to investigate application issues.      - to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues What you’ll do: \- Delivers excellent customer experience by      - driving resolution of customer issues of high complexity and criticality including non-functional / performance related issues.     - provides direction and inputs for Root Cause analysis and proposes prevention ideas. \- Proactively implements “Advanced Quality Prevention” quality plans including but not limited to     - regular and proactive solution health monitoring process, tools and procedures     - validation frameworks post application patching, upgrades and maintenance \- Assist in resolution of escalated and complex issues in collaboration with multiple Blue Yonder and customer stakeholders. \- Monitor and correct solution performance, stability, and sizing during customer roll-out phase \- Demonstrate high competency in end to end solution architecture, performance engineering and relevant SaaS tools and technologies OR business processes and industry domain What we are looking for:  •    Bachelor’s degree (STEM preferred) and minimum 7+ years of experience in Customer Support or Product Support •    Strong Supply Chain domain experience •    Transportation/Logistics Knowledge Preferable •    Possess Strong Techno-Functional Expertise •    Tech Savvy able to adapt to any technology faster •    Experience of managing ERP products is preferred •    ITIL Certification •    Demonstrable experience, thorough knowledge, and interests in Cloud native architecture, Distributed micro-services, Multi-tenant SaaS solution and Cloud Scalability, performance and High availability •    Experience with varied tools such as AppD & Splunk Behavioral: •    Demonstrates enhanced Customer communication & situation management skills. •    Demonstrates balance between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products). •    Possesses strong sense of urgency from both Customer and company perspective, defines priorities. •    Global representatives for key initiatives and projects •    Inspires others by demonstrating service mindset through consistently displaying customer centricity and ownership. •    Proactively seeks 360 degree performance feedback. Works on self-development opportunities to achieve a holistic personal and professional development, continuously improves mentoring skills to help others. •    Consistently keeps himself/herself up to date with learning opportunities to self develop his/her career path. **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](https://blueyonder.com/about/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.