Support Engineer - Batch Monitoring - Support

Overview:

Blue Yonder is undergoing tremendous SAAS/DevOps transformation and this is a very exciting time to join our team! The Support Engineer will be responsible for working with global functional & technical teams under various customer engagements to gather and understand the technical / functional reported issues/problems and drive towards solutions and fixes. Individuals will work with regional customers/stakeholders to rollout, support our designed products / solutions to efficiently satisfy business requirements, while balancing complexity to ensure processes are supportable and meet customer satisfaction. The Support Engineer will work as a Squad member to support our SaaS customers on Azure environment.

Scope:

Join the Global Platform and Technical Services team as an L2 Support Engineer supporting a North American customer for Blue Yonder Planning Suite products. This role focuses on production stability, batch monitoring, incident troubleshooting, environment maintenance, and operational excellence across enterprise-scale planning applications.

You will play a critical role in ensuring system availability, resolving production issues within SLA timelines, and proactively improving support processes through automation and technical enhancements.

What you’ll do:

Production Monitoring

• Monitor batch jobs across Planning environments
• Identify failures proactively
• Perform first-level troubleshooting
• Ensure SLA adherence

Incident Management

• Own customer-reported issues end-to-end
• Diagnose production failures
• Coordinate with internal engineering teams
• Drive resolution closure

Environment Maintenance

• Support pre-production maintenance
• Execute purge activities
• Validate deployments
• Assist with patch testing

Automation & Improvements

• Suggest process improvements
• Improve monitoring efficiency
• Support scripting automation initiatives
• Reduce manual effort where possible

Customer Communication

• Provide status updates
• Participate in MIM calls when required
• Deliver resolution summaries
• Support service reporting activities

What we are looking for:

Must Have Requirements:

• Strong PL/SQL knowledge
• Oracle database troubleshooting
• Unix/Linux command-line usage
• Shell scripting basics
• Windows server exposure
• Batch job troubleshooting experience
• Incident/change/problem management lifecycle understanding

Support Process Knowledge

Candidate should understand:

• Incident management
• Problem management
• Change management
• SLA handling
• Ticket lifecycle ownership

Experience Required

• 2–4 years production support experience
• Application support (preferred Planning / ERP / Supply Chain platforms)
• Batch monitoring exposure
• Top notch communication skills
• Customer-facing support capability
• Shift readiness (24×7 support environment)

Nice to Have Skills

Blue Yonder Planning product exposure Demand & Fulfillment knowledge Automation scripting (PowerShell / Shell) Monitoring tools exposure

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.