Support Engineer 2 (WMS/Warehouse Management )

Blue Yonder Title: Support Engineer II Other Comparable Titles: Product Specialist, Techno-Functional Architect Overview: Join our leading AI-driven Global Supply Chain Solutions Software Product Company, recognized as one of the “Best Places to Work”. We are seeking a skilled Senior Support Engineer to enhance customer experience and provide robust solution support to Blue Yonder (BY) customers. The role demands an innovative, proactive approach to customer value creation and involves resolving complex technical issues with high expertise. Scope : Customer Solution Ownership: Achieve high customer satisfaction and positively impact NPS scores through end-to-end ownership, engagement, and proactive support. Global Team: Collaborate with 120+ global associates across the US, Mexico, India, Australia, and the UK, with rapid growth expected. Our Current Technical Environment: Software: BY Discrete, SQL, AppDynamics, Splunk, Oracle/MSQL, Java, GIT, Rest API, OAuth Cloud Architecture: MS Azure (ARM templates, AKS, Application gateway, Virtue Networks, Event Hub, Azure AD) Application Architecture: Scalable, resilient, event-driven, secure multi-tenant microservices architecture Frameworks/Others: Kubernetes, Kafka, Elasticsearch, Spark, NoSQL, RDBMS, Springboot, Gradle GIT, Ignite What You’ll Do: Support Engagements: Work with global technical and functional teams to support various customer engagements. Customer Interaction: Understand customer requests, support designed products/solutions to meet business requirements, and ensure high customer satisfaction. Issue Resolution: Address and resolve technical issues adhering to SLAs, document learnings, and create knowledge articles. Environment Management: Replicate and maintain customer environments and knowledge of customer solution architecture and integration points. Customer Satisfaction: Provide quality and timely solutions to improve customer satisfaction and follow-up until closure. Stakeholder Interaction: Interact with internal and external stakeholders and report to management. Process Improvement: Identify areas for improvement and automation in routine tasks. Continuous Learning: Stay updated with new technologies and products, demonstrate quick learning ability, and maintain good interpersonal and communication skills. Architecture Simplification: Drive simpler, more robust, and efficient architecture and designs. Product Representation: Confidently represent product and portfolio, including vision and technical roadmaps, within the company and to strategic customers when necessary. Detailed Responsibilities: Customer Issue Resolution: Understand customer-raised issues, especially in Cloud/SaaS environments, and take appropriate actions to resolve them. Code Review: Review product source code or design documents as necessary. Case Management: Own and resolve all cases for global customers, adhering to defined SLAs. Knowledge Sharing: Document…