Expert Support Engineer - Cloud

Job Title

Position is focused on supporting various BY Planning solutions in Demand/Fulfillment/Supply Planning space across Retail and Manufacturing verticals. Needs to work with cross functional teams including Product Development, Consulting and Support services. 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:

Software: BY Demand, BY Fulfillment, BY Inventory Optimization

Cloud Architecture: MS Azure

Frameworks/Others: PL/SQL, RDBMS

What You'll Do:

Understand the implemented solution/products

Analyze the issues, identify root cause and find the permanent solution to any problem

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 10 to 14 years of experience in Product Support / Implementation support.

Skill set and availability requirements as per the organization's needs

Hands on experience in implementing / supporting Demand & Fulfillment 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

Worked on other Supply Chain Planning software like SAP-IBP/ APO, o9, Kinaxis, Relex

Knowledge in performance tuning techniques is added advantage

Understanding and experience with the technical requirements for the product line assigned

Understanding of various technical platforms and infrastructures

Understands BYs 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

Diversity, Inclusion, Value & Equality (DIVE) is our strategy for fostering an inclusive environment we can be proud of. Check out Blue Yonder's inaugural Diversity Report which outlines our commitment to change, and our video celebrating the differences in all of us in the words of some of our associates from around the world.

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.