Senior Support Engineer

Support Engineer - Batch Monitoring - Support

Overview:

Blue Yonder is undergoing tremendous SAAS/DevOps transformation and this is a very exciting time to join our team! The Support Engineer will be responsible for working 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. Individuals 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 work as a Squad member to support our SaaS customers on Azure environment.

Scope:

Join the Global Platform and Technical Services team as an L2 Support Engineer supporting a North American customer for Blue Yonder Planning Suite products. This role focuses on production stability, batch monitoring, incident troubleshooting, environment maintenance, and operational excellence across enterprise-scale planning applications.

You will play a critical role in ensuring system availability, resolving production issues within SLA timelines, and proactively improving support processes through automation and technical enhancements.

What you’ll do:

Production Monitoring

• Monitor batch jobs across Planning environments
• Identify failures proactively
• Perform first-level troubleshooting
• Ensure SLA adherence

Incident Management

• Own customer-reported issues end-to-end
• Diagnose production failures
• Coordinate with internal engineering teams
• Drive resolution closure

Environment Maintenance

• Support pre-production maintenance
• Execute purge activities
• Validate deployments
• Assist with patch testing

Automation & Improvements

• Suggest process improvements
• Improve monitoring efficiency
• Support scripting automation initiatives
• Reduce manual effort where possible

Customer Communication

• Provide status updates
• Participate in MIM calls when required
• Deliver resolution summaries
• Support service reporting activities

What we are looking for:

Must Have Requirements:

• Strong PL/SQL knowledge
• Oracle database troubleshooting
• Unix/Linux command-line usage
• Shell scripting basics
• Windows server exposure
• Batch job troubleshooting experience
• Incident/change/problem management lifecycle understanding

Support Process Knowledge

Candidate should understand:

• Incident management
• Problem management
• Change management
• SLA handling
• Ticket lifecycle ownership

Experience Required

• 2–4 years production support experience
• Application support (preferred Planning / ERP / Supply Chain platforms)
• Batch monitoring exposure
• Top notch communication skills
• Customer-facing support capability
• Shift readiness (24×7 support environment)

Nice to Have Skills

Blue Yonder Planning product exposure Demand & Fulfillment knowledge Automation scripting (PowerShell / Shell) Monitoring tools exposure

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

Mid Level