Job Profile - Support Engineer II Overview This role is a newly formed team within the Supply Chain execution and will be a pioneer in providing value‑added rapid deployment and onboarding projects for our WMS (3PL and Retail Shipper) expedited growth customer base. What you´ll do: Act as a liaison between Support Services, PMG, and Consulting Services across products. Be available on call (on shift basis) for extreme emergencies / critical site down issues. Demonstrate and adhere to best practices of all internal Support Services policies and procedures. Ensure quantity and quality content in the knowledge base; add value by developing knowledge articles and working on operational improvements. Escalate issues that may have a negative financial or relationship impact. Mentor team associates in product knowledge and triage techniques. Perform customer performance reviews and Health Checks. Provide advice to customers and product/implementation teams regarding industry best practices and process methodology. Provide functional and/or technical support during a customer’s product implementation and “go‑live” periods. Understand the business features and functionality to be provided by the product. Work in a cross‑functional capacity to support quality design, development, and testing. Work with other analysts to progress and resolve sensitive and complex issues, while maintaining their assigned caseload. Monitor and take action on Blue Yonder solutions for SaaS customers. Continuously improve solution stability by early detection and resolution, as well as outflow and recurrence prevention of incidents. What we're looking for: Strong analytical/problem solving skills, ability to provide alternatives, root cause analysis, testing skills, and ability to make thoughtful proposals. Effective oral and written communication skills and the ability to work successfully with internal and external stakeholders. Familiarity with the retail domain and order management systems is a must. Experience with scripting tools like JMeter and Selenium. Experience with Azure and GCP cloud services around deployments and monitoring. Experience with tuning, extracting data from Cassandra and/or MongoDB. Experience with Kafka. 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. #J-18808-Ljbffr