Job Profile - Sr Support Engineer II
The Senior Support Engineer 2 will support our SaaS customers to provide Solution/Product support on Work Force Management.
What you'll do:
• Provide functional and/or technical support during customer upgrades, deployments, rollouts, and post-production phases
• Maintain positive customer relationships by resolving conflicts and issues, managing expectations, and instilling confidence in BY WFM Solution WGS Team
• Provide advice to BY partners and customers regarding industry best practices and process methodology
• Document learnings and create knowledge articles for repeated cases
• Bring in new ideas for automation, re-use and service improvements
• Understand the SaaS offering, features and functionality deployed for a given customer.
• Work closely with the BY Solution Experts for complex issue resolution including Product Development
• Continuous learning on latest BY Retail and WFM Solutions.
What we are looking for:
Industry experience:
• 7+ years of Retail Workforce Management experience
• 7+ years of experience in the Software/SaaS industry
• Ideal candidate will have experience working with BY products, specifically WFM.
• Technical experience with BY products preferred specifically, WFM
• Experience with customer/client support in Supply Chain software
Technical Skills:
• Expert in Database programming/Data Modeling using Oracle SQL and MS SQL
• Strong knowledge of middleware (i.e. Weblogic, TomCat)
• Proficiency in Java / J2EE concepts – JDBC, C++
• Cloud (Azure preferred), Log analysis and networking tools
• Advanced knowledge with operating systems (e.g. Windows, UNIX, LINUX)
• Experience in scripting languages – Unix Shell Scripting, PowerShell, Python, Perl etc.
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
• Proven background to have managed multiple stakeholders in a global environment
• Must have strong multi-tasking skills
• 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
• Succeeds in a fast-paced environment
• Demonstrates the ability to work independently without losing team synergy
• Demonstrates customer service ethics and core values
Education:
• Bachelor’s degree required, major in Computer Applications, Industrial Engineering, Supply Chain Management, or other equivalent technical fields. Master’s degree preferred.
*LI-AD1
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 & Equity (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.
Top Skills
What We Do
The Anglian Water's @one Alliance is a partnership consisting of 8 companies, who each provide specialised knowledge allowing the @one Alliance to deliver complex delivery projects in the most efficient way, reducing the cost to Anglian Water’s customers.
Within @one Alliance we’ve currently embarked on a huge programme of work costing a massive £1.2 billion. We’ve entered year 5 of our current 5-year Asset Management Period (AMP7) meaning we’re full steam ahead in delivering around 50% of Anglian Water’s capital delivery projects.
Our partners are Anglian Water Asset Delivery, Balfour Beatty, Barhale, Binnies, Mott MacDonald Bentley (MMB), SWECO, SKANSKA and MWH Treatment. Employees in the @one Alliance are employed across all our partner companies and work together to deliver complex programmes of work.
The @one Alliance is currently working on over 700 projects all designed to improve and expand the Anglian Water network to better serve existing customers and help ensure supply for future customers as well.
As we move into AMP (Asset Management Period 8) in 2025, our work is set to increase from a £1.2 to an approximate £2.6 billion programme of works….so there has never been a better time to join us on our journey!
Take a look at our jobs page to see the options available to you
