Expert Support Engineer - Cloud

The position is focused on supporting various BY Planning solutions in Demand/Fulfillment/Supply Planning space across Retail and Manufacturing verticals. You will work with cross-functional teams including Product Development, Consulting, and Support services. During the Steady state period, you will provide technical and non-technical support, ensuring that the system delivers the required business functions and maintains data integrity. Your responsibilities will include understanding the implemented solutions/products, analyzing issues to identify root causes and provide permanent solutions, adhering to SLAs based on the severity of customer cases, completing assigned product certification courses, documenting learnings, and building knowledge content. You will also provide early visibility and mitigation to technical challenges, represent products and portfolios confidently, collaborate with Solution/Technical architects, and be a key stakeholder during the Solution design phase. You should have a Bachelor's degree with a minimum of 10 to 14 years of experience in Product Support/Implementation support. Hands-on experience in implementing/supporting Demand & Fulfillment products for multiple customers is required. Strong analytical and problem-solving skills, ability to provide alternatives, root cause analysis, testing skills, and ability to make thoughtful proposals are essential. Deep understanding of customer business and processes is crucial. Experience with other Supply Chain Planning software like SAP-IBP/APO, o9, Kinaxis, Relex is desired. Knowledge in performance tuning techniques is an added advantage. You will be responsible for managing/supporting new rollouts/deployments, handling change requests/enhancements, improving various KPIs for the customer, and being the single point of contact for all customer requests for the designated solution. Understanding and experience with the technical requirements for the assigned product line, technical platforms, and infrastructures are necessary. You should also have a good understanding of BY's product suite to convey relationships and touchpoints to the customer. Our values at Blue Yonder unite us and drive our success and that of our customers. If you resonate with our values and are committed to fostering an inclusive environment, we invite you to explore the opportunity further.,