Sr Support Engineer (Site Reliability Engineer)

Role: Sr Support Engineer (Site Reliability Engineer)Location: Dallas, TX office (NO REMOTE); Hybrid in Office is required for this roleScope Of WorkBlue Yonder is undergoing tremendous SAAS/DevOps transformation and this is a very exciting time to join our team! The Sr Support Engineer will be responsible to work with global Product Development, 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. The Support Engineer will support our SaaS customers on Azure environment, and provide Solution/Product support to our customers. As a Site Reliability Engineer, this role is more technical in nature than it is functional.What You'll DoProvide technical support during customer upgrades, deployments, rollouts, and post-production phasesUnderstand and triage critical/complex customer issues, conducting any necessary technical research and create knowledge articles for repeated casesCommunicate product and solution expertise to internal and external customersUnderstand the SaaS offering, features and functionality deployed for a given customerWork closely within the Product Development team to improve product qualityEarly engagement for implementation and improve case deflectionProvide direction and inputs for Root Cause analysis and proposes prevention ideas.Contribute to achieve site reliability engineering KPI targetsDrive and executes on operational improvements (ex: automation, process changes etc.)What We Are Looking ForMinimum 6-8 years’ experience in a Customer-facing Software Industry role; preference given to Software Development or Application software support rolesPrevious experience providing software support to customers in on-premise and/or cloud-hosted environments; preference given to those with Microsoft Azure and SaaS solution support experienceKnowledge in Blue Yonder Supply Chain Planning product is a plus, specifically experience working with BY Enterprise Supply Planning, Supply Chain Planner, Demand, Fulfillment, Sales and Operation Planning, and Order PromiserUnderstands SaaS consumption, adoption and business value KPIs related to BY's Supply Chain Planning solutionSupply chain domain experience and exposure to DevOps is preferredBachelor’s degree required, major in Computer Applications, Industrial Engineering, Supply Chain Management, or other equivalent technical fields. Master’s degree preferred.Technical SkillsExperience with Oracle database and/or WebLogic, Java preferred.Demonstrates strong analytical and problem solving skills.Programming language in Java / J2EE concepts – JDBC, C++Knowledge with operating systems (e.g. Windows, UNIX, LINUX)Understanding in scripting languages – Unix Shell Scripting, PowerShell, Python etc.Soft SkillsMust have excellent communication and interpersonal skills to interact with a wide variety of internal personnel with emphasis on follow-through and reportingAbility to work calmly under pressure and meet deadlinesMust be self-motivated and quick learner - New technologies, platforms, integrationsAble to work flexible hours, including evenings, weekends, as warranted by the situation in critical times or to manage customer escalationsDemonstrates initiative and is inquisitiveEnjoys working in a team-oriented and fast-paced environmentCollaborates relentlessly, passionately and respectfully with various BY teams, customers and partnersLeads by example demonstrating professionalism during internal and external conversations, understands cultural differences and diversity.Balances between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products)The salary range for this position is $74,577 - $108,212. The salary range information provided reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual salary will be commensurate with skills, experience, certifications or licenses and other relevant factors. In addition, this role will be eligible to participate in either the annual performance bonus or commission program, determined by the nature of the position.BenefitsAt Blue Yonder, we care about the wellbeing of our employees and those most important to them. This is reflected in our robust benefits package and options that includes:Comprehensive Medical, Dental and Vision401K with MatchingFlexible Time OffCorporate Fitness ProgramWellbeing DaysA variety of voluntary benefits such as; Legal Plans, Accident and Hospital Indemnity, Pet Insurance and much moreAt Blue Yonder, we are committed to a workplace that genuinely fosters inclusion and belonging in which everyone can share their unique voices and talents in a safe space. We continue to be guided by our core values and are proud of our diverse culture as an equal opportunity employer. We understand that your career search may look different than others, and embrace the professional, personal, educational, and volunteer opportunities through which people gain experience.Our ValuesIf 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.

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