Support Engineer 2 - Plsql/unix/genai/ml/python

Job Title

The Technical and Functional Team within Blue Yonder operates globally with over 100 team members in the US, India, UK, Mexico, and Japan. We are seeking an engineer with a strong technical foundation to develop fit-for-purpose extensions or reusable artifacts for our customers that provide increased value beyond our base product solutions.

Core responsibilities include:

• Providing excellent customer experience and solution support to BY customers with end-to-end ownership, proactive and innovative approach
• Planning and executing implementation of high service quality through continuous improvements in the operational processes by regular tracking of operational metrics and leveraging lean methodology, automation, etc.
• Owning Tier 1/2/3 customer solutions as required, enhancing solution stability and service quality eventually enabling increase in customer satisfaction, consumption, and adoption of the service
• Consistently demonstrating customer centricity and relentless attitude to innovate through positive teamwork beyond his/her team
• Building and demonstrating high competency in product and domain, Azure & relevant tools and technologies, solution architecture, etc.

What you'll do:

• Understanding of database structures. Understanding of various functional platforms and infrastructures.
• Responsible for the quality service, including communication, resolutions, and case content.
• Maintaining customer satisfaction - level of service, monitoring SLA compliance.
• Ensuring quantity and quality content in the Knowledgebase. Creating knowledge base articles for recurring issues.
• Managing the day-to-day team activities to ensure adherence of operational guidelines.
• Adhering to department and company operational guidelines, meeting organization and personal goals.
• Working in shifts on rotation basis. Being On-Call over weekends on rotation basis.
• Providing technical support during a customer's product implementation and "go-live" periods.
• Understanding business features and functionality to be provided by the product.
• Investigating all angles and identifying the root cause to solve a variety of problems. Proactively evaluating and promoting the same outlook in the team.

What we are looking for:

• Bachelor's degree (or equivalent) in Computer Science or Engineering or other relevant discipline.
• 3-5 years of corporate experience in customer facing roles for any Enterprise solutions.
• PLSQL/SQL Server/MS SQL scripting/PowerShell Scripting.
• IIS and Tomcat.
• Excellent computer skills with in-depth knowledge of operating systems, client/server technology, ERP systems, integration and middleware technologies and applications.
• Good knowledge on relational database concepts.
• Experience in applying AI-powered analytics tools for operations performance monitoring and forecasting.
• Exposure to AI-based process automation to streamline repetitive tasks and improve efficiency.
• Familiarity with Generative AI tools for documentation, reporting, and knowledge management.

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.