Senior Support Engineer

Senior Support Engineer 2 - Demand & Fullfillment - Support

Scope:

The Planning Operate team supports global enterprise customers running mission-critical Demand and Fulfillment solutions on Blue Yonder SaaS platforms.

Due to increased customer adoption of Planning SaaS solutions and growing complexity of integrated architectures, we are expanding the L3 SME support capability to strengthen escalation ownership, solution stability improvements, and service automation initiatives.

Our current technical environment:

• Software: Java, Java Script, GIT, Rest API, XML/XSLT, MS SQL, PL/SQL
• Application Architecture: MOCA, PageBuilder and Integrator
• Cloud Architecture: MS Azure
• Databases – Oracle / SQL Server

What you’ll do:

Escalation Ownership

• Resolve complex Demand & Fulfillment solution issues
• Lead root cause analysis for production defects
• Own solution stability improvements
• Partner with engineering teams for fixes

Solution Expertise

Act as SME for:

• Demand Planning
• Fulfillment Optimization

Customer Solution Stability

• Improve platform reliability Drive recurring issue elimination
• Enhance service adoption and consumption

Deployment & Upgrade Support

Provide technical leadership during:

• customer upgrades
• rollouts
• patch deployments
• post-go-live stabilization

Knowledge Engineering

• Document recurring issues
• Build reusable troubleshooting patterns
• Publish knowledge base articles

• Support internal enablement

What we are looking for:

Must Have Requirements:

Experience:

• 10+ years SaaS / enterprise application support
• 6+ years Supply Chain Planning domain experience in BY
• Strong exposure to Demand & Fulfillment modules including D360

Technical Skills:

Expert-level:

• Oracle SQL / PL-SQL
• Unix / Linux environments
• Shell / Python scripting
• Production troubleshooting workflows
• Integration debugging

Process Knowledge

Candidate should understand:

• Incident management
• Problem management
• Change management
• SLA handling
• Ticket lifecycle ownership
• Top notch communication skills
• Customer-facing support capability

Nice to Have: 

Experience with:

Azure cloud environments Splunk / AppDynamics monitoring Control-M schedulers

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.

Experience Level

Senior Level