Support Engineer 2

Job Profile - Support Engineer II **Overview** This role is a newly formed team within the Supply Chain execution and will be a pioneer in providing value-added rapid deployment and onboarding projects for our WMS (3PL and Retail Shipper) expedited growth customer base. **What you´ll do:** * Acts as a liaison between Support Services, PMG, Consulting Services across products. * Available on call (on shift basis) for extreme emergencies / critical site down issues. * Demonstrates and adheres to best practices of all internal Support Services polices and procedures.  * Ensures quantity and quality content in the knowledge base. * Add value by developing knowledge article as well as working on operational improvements * Escalates issues that may have a negative financial or relationship impact.  * Mentors team associates in product knowledge and triage techniques. * Performs customer performance reviews and Health Checks. * Provides advice to customers and product / implementation teams regarding industry best practices and process methodology.  * Provides functional and/or technical support during a customers product implementation and "go-live" periods.  * Understands the business features and functionality to be provided by the product.  * Works in a cross-functional capacity to support quality design, development and testing.  * Works with other analysts to progress and resolve sensitive and complex issues, in addition to maintaining their assigned caseload. * Monitors and actions BY solutions for SaaS customers, Continuously improving solution stability by early detection and resolution, as well as outflow and recurrence prevention of incidents **What we're looking for:** * Strong analytical/problem solving skills, ability to provide alternatives, root cause analysis, testing skills and ability to make thoughtful proposals * Must have effective oral and written communications skills and the ability to work successfully with internal and external stakeholders * Familiarity with retail domain and order management systems is a must * Experience with scripting tools like JMeter and selenium * Experience with Azure and GCP cloud services around deployments and monitoring * Experience with tuning, extracting data from Cassandra and/ Mongo DB * Use of Kafka **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.