Sr Support Engineer - Dallas, United States - JDA Software

Description

Location :
Dallas, TX , NO REMOTE, Hybrid in Office is required for this role

Scope of Work:

Blue 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.

What you'll do:
Provide functional and/or technical support during customer upgrades, deployments, rollouts, and post-production phases
Understand and triage Critical/complex customer issues, conducting any necessary technical research and create knowledge articles for repeated cases
Communicate product and solution expertise to internal and external customers
Understand the SaaS offering, features and functionality deployed for a given customer.
Work closely with Product Development to improve product quality
Early Engagement for Implementation and improve case deflection
Provide direction and inputs for Root Cause analysis and proposes prevention ideas.
Contribute to achieve site reliability engineering KPI targets
Drive and executes on operational improvements (ex: automation, process changes etc.)

What we are looking for:
Bachelor's degree required, major in Computer Applications, Industrial Engineering, Supply Chain Management, or other equivalent technical fields. Master's degree preferred.
Minimum 6-8 years' experience in a Customer-facing Software Industry role ; preference given to software development or

Application software support roles
Knowledge in BlueYonder Planning product will be added advantage.
Experience working with Blue Yonder products, specifically Supply Chain Planning solutions (Enterprise Supply Planning, Supply Chain Planner, Demand, Fulfillment, Sales and Operation Planning, Order Promiser...)
Supply chain domain experience and exposure to DevOps is preferred.

Previous 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 experience.

Understands SAAS consumption, adoption and business value KPIs related to planning solution

Technical Skills:
Experience 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 )

Soft Skills:
Must have excellent communication and interpersonal skills to interact with a wide variety of internal personnel with emphasis on follow-through and reporting
Ability to work calmly under pressure and meet deadlines
Must be self-motivated and quick learner - New technologies, platforms, integrations
Able to work flexible hours, including evenings, weekends, as warranted by the situation in critical times or to manage customer escalations
Demonstrates initiative and is inquisitive
Enjoys working in a team-oriented and fast-paced environment
Collaborates relentlessly, passionately and respectfully with various BY teams, customers and partners
Leads 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)
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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.

At 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 Vision
401K with Matching
Flexible Time Off
Corporate Fitness Program
A variety of voluntary benefits such as; Legal Plans, Accident and Hospital Indemnity, Pet Insurance and much more

At 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 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.

Who are we?
We are a proven, passionate bunch of disruptors.

Our work is all about tapping into your potential so we can deliver the best solutions and customer experiences on the planet.

Collaboration, respect, and a great work-life balance earned us the title of "Best Place to Work- Employees' Choice" by Glassdoor.

Our people are smart, creative, rock stars with over 400 patents and 10,000 people years of domain expertise.
What do we do?
Blue Yonder is the world leader in digital supply chain and omni-channel commerce fulfillment. Our intelligent, end-to-end platform enables retailers, manufacturers and logistics providers to seamlessly predict, pivot and fulfill customer demand. With Blue Yonder, you can make more automated, profitable business decisions that deliver greater growth and re-imagined customer experiences. Blue Yonder - Fulfill your Potential.

"Blue Yonder" is a trademark or registered trademark of Blue Yonder, Inc. Any trade, product or service name referenced in this document using the name "Blue Yonder" is a trademark and/or property of Blue Yonder, Inc.

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