Support Engineer 1 | [R-840]

Support Engineer 1 | [R-840]

11 nov
Blue Yonder

11 nov

Blue Yonder



Blue Yonder’s Sr Support Engineer will be responsible to work with global 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. After an individual attains expertise with the domain, solution and technology, the associate will have an option to work on customer projects in consulting roles (Deploy) as well.


- Act as the initial point of contact for all Blue Yonder WMS Solutions related cases from customers or other internal stakeholders.

- Troubleshoot various technical problems related to WMS software, infrastructure and peripheral hardware and bring issues to resolution in a timely manner

- Proactive alert monitoring and driving corrective and preventive actions to ensure solution availability.

- Work cross-functionally with Customer Success, Product, and Engineering teams to manage technical issues and escalations

- Respond to customer inquiries and assist in troubleshooting and resolving challenges.

- Understand Technical end to end architecture of a customer´s Blue Yonder WMS solution through early engagement and knowledge transition from the implementation teams

- Maintain a written general knowledge base of all issues and their resolution

- Follow ITIL best practices and other Blue Yonder processes for incident, problem and change management and other Deploy & Operate activities

- Monitor and update the internal ticketing system for assigned tickets. Assist the Technology Support Lead in performing report analysis and discussions to address ticketing performance issues and assignments.

- Manage time efficiently to ensure SLAs are met

- Continuous learning on latest Blue Yonder WMS Solutions.


General Skills and Requirements:

- 1-5 years relevant work experience

- Demonstrated ability to to evaluate, troubleshoot, and triage customer issues as well as replicate and document for further escalation


- Bachelor’s Degree in Engineering

-  Master’s Degree in Computer Science or another equivalent technical field highly preferred

Technical Skills:

- Cloud (Azure preferred, AWS), Log analysis and networking tools (i.e. AppDynamics, Splunk, Prometheus, Thanos, Grafana, ElasticSearch)

- Experience in supporting MuleSoft, webservices (Rest/SOAP PI) based integrations

- Understanding of a wide variety of middleware technologies including MQ, HTTP and Web Sockets.


- WMS experience

- 3+ year experience in debugging/supporting code in any of the programming languages (Java/.Net/C++)

- Solid experience with Oracle SQL and MS SQL

- Solid software engineering principles (data structures, design patterns, multithreading)

- Debug and document web and mobile web interface applications in front-end software languages (e.g., Strong Javascript) and back-end software languages (e.g., Java skills, Java 8 or higher)

- Ability to create service responses in multiple formats including JSON and XML

- Design, write, and implement unit tests and end to end tests for UI/Javascript and Java


- Excellent verbal and written English language skills

- Excellent customer service/phone skills

- Excellent technical documentation skills

Personality Fit:

- Proven background in Technical Support of enterprise applications or Development experience

- Ability to work as a team player

- Must have strong multi-tasking skills

- Organized, self-directed, customer-service mentality

- 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

Able to take on-call escalation

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