[Hiring] Sr Support Engineer 1 @Blue Yonder

Role Description

Blue Yonder Surround Support is responsible for working with our global customers as dedicated support focused on Execution part of the Supply Chain Industry. For our SaaS & Cloud customers, we handle all aspects of solution support, including:

• Proactive monitoring
• Application support
• Product support
• Change request
• Service request
• End-to-End workflow support

The team currently consists of 200+ global associates across Americas (NA/LATAM), EMEA, APAC, and India.

The Senior Support Engineer will serve as a trusted technical advisor and escalation point for our global SaaS customers operating in Azure environments. This role requires:

• Advanced troubleshooting
• Solution ownership
• Strong collaboration across functional and technical teams

In addition to resolving customer issues, the Senior Support Engineer will contribute to knowledge creation, mentor junior engineers, and play a key role in refining operational practices that improve stability, scalability, and supportability of our solutions.

What You’ll Do

• Serve as a subject matter expert in Blue Yonder Execution solutions, providing advanced functional and technical support for incidents, changes, problems, and service requests impacting customer business operations.
• Take ownership of complex, high-priority customer escalations, coordinating cross-functional teams to ensure timely resolution and communication.
• Partner with Product Development and Engineering teams to provide detailed issue analysis, contributing to defect resolution and product improvements.
• Mentor and guide junior engineers, fostering a culture of continuous learning, accountability, and technical excellence.
• Develop, review, and publish knowledge base articles to enable consistent resolution of recurring issues and strengthen team expertise.
• Drive proactive monitoring and preventive measures to minimize customer impact and reduce incident recurrence.
• Engage directly with customer stakeholders, ensuring expectations are met with clear, professional communication and demonstrating commitment to customer success.
• Actively participate in and influence internal transformation initiatives related to SaaS, Cloud, and DevOps.

Qualifications

• 4+ years of experience in a customer-facing software industry role, with strong preference for software or technical support (SQL, servers, integrations).
• Prior experience with Blue Yonder solutions (Transportation Management, Warehouse Management) strongly preferred.
• Supply chain domain knowledge is a plus.

Requirements

• Advanced proficiency in SQL, Oracle Databases, Splunk, WebLogic, and Java; strong debugging and diagnostic capabilities.
• Hands-on experience with scripting languages (Unix Shell, PowerShell, Python) for automation and issue resolution.
• Strong understanding of cloud and SaaS environments, preferably Azure.
• Working knowledge of operating systems (Windows, UNIX, LINUX).
• Familiarity with software development concepts (Java/J2EE, JDBC, C++).

Company Description