Overview:
The Support Engineer is responsible for troubleshooting and resolving technical issues and creating knowledge-based articles. The ideal candidate will have exceptional communication skills (written and oral), experience working in the IT or Software industry, effective team leadership skills, excellent prioritization skills, and attention to detail with a strong drive for success.
What you will do:
- Ability to log and respond to customer support requests via phone, e-mail, and web interface.
- Act as product technical liaison between support and development teams.
- Communicate technical product and solution expertise to internal and external customers.
- Exhibit a commitment to customer service while building customer partnerships.
- Expertly utilize support tools (Salesforce, Teams, etc.) to expedite case resolution.
- Follow operational guidelines for interacting with other associates.
- Fully document all case interactions and author Knowledge Base solutions.
- Provide updates and case statuses to customers and management.
- Successfully understand and triage customer issues, conducting any necessary technical research (code review, database queries, traces, debug, etc.) or team collaboration.
- Use customer service, communication and problem-solving skills to solve inquiries from Blue Yonder customers.
- Work as a support team member to utilize technical skills and product expertise helping to resolve customer product issues.
What we are looking for:
- Bachelor’s degree in Software Engineering or Computer Science.
- At least 4 years of experience providing support for enterprise applications.
- Advanced SQL knowledge, experience working with PL/SQL and Oracle databases.
- Experience reading and understanding Unix batch scripting
- Good communication skills, both in Spanish and English
- Good troubleshooting skills for application and database issues.
- Strong teamwork skills, but also capable of working independently
- Strong analytical and problem solving skills
Good to have:
- Experience working with Ctrl-M
- Experience working with Saas or Cloud
- Experience in Cognos reporting
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.
Top Skills
What 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’s tagline “Fulfill Your Potential” reflects the company’s mission to empower every organization and person on the planet to fulfill their potential. Each day, our global teams of associates and business partners work together to accelerate global economic growth, increase sustainability and prosperity with a Sonoran Spirit.
