Support Engineer

Sr Support Engineer 1 - PLSQL, Unix/Linux, Shell scripting & Cloud Architecture

Scope:

• Position is focused on supporting various Blue Yonder Retail solutions in Host / ERP space across Retail and Manufacturing verticals.
• The candidate will work in an integrated delivery model focused on delivering stable, scalable, and efficient solutions that align legacy systems with evolving business needs.
• Provides technical and non-technical support during the Steady state period. Provides primary user support and verifies that the system provides the required business functions and maintains data integrity.

Our current technical environment:

• Application: Blue Yonder PMM / Merch Ops
• Cloud Architecture: MS Azure / Private Cloud
• Primary Skill: Oracle SQL,PL/SQL, RDBMS ,Performance Tuning,Shell Scriptong
• Secondary Skill (Frontend) - ReactJS , NodeJS
• Tools: Control Ms

What you’ll do:

• Provide technical support during customer upgrades, deployments, rollouts, and post-production phases.
• Maintain positive customer relationships by resolving conflicts and issues, managing expectations
• Understand the implemented solution/ products
• Bring in new ideas for automation, re-use and service improvements
• Analyse the issues, identify Root cause and find the permanent solution to any problem
• Demonstrates strong expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.:
• Adheres to SLA based on the severity of the customer cases.
• Complete the product certification courses assigned.
• Document the learning and building the knowledge content
• Provide early visibility and mitigation to technical challenges through the journey.
• Confidently represents product and portfolio, including vision and functional and technical roadmaps, within the company and, when necessary, to strategic customers
• Should be one of the key stakeholders during Solution design phase and understand the scope for the specific solution/process flow for the designated customer
• Should collaborate with Solution/Technical architect(s) to stabilize the system
• Enhance/Change the design based on new business requirements by the customer
• Single Point of contact for all customer requests for the designated solution
• Manage/Support new roll outs/deployments and handle change requests/enhancements
• To improve various KPIs for the customer

What we are looking for: 

• Bachelor’s degree minimum 5 to 8 years of experience in Product Support / Implementation support.
• 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.
• Skill set and availability requirements as per the organization's needs
• Hands on experience in implementing / supporting for Retail Host (PMM , Oracle , SAP ) products for multiple customers.
• Strong analytical/problem solving skills, ability to provide alternatives, root cause analysis, testing skills and ability to make thoughtful proposals are also among the skills required
• Deep understanding of Customer business and processes
• Blue Yonder Retail Solutions Experience is a plus
• Knowledge in performance tuning techniques is added advantage.
• Understanding and experience with the technical requirements for the product line assigned.
• Strong capability in cloud operational activities as per the requirements of concerned solution
• Understanding of various technical platforms and infrastructures.
• Understands BlueYonder’s product suite so as to convey relationships and touch-points to the customer.
• Works with appropriate parties to ensure issues are resolved.

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