Expert Support Engineer - Cloud

In this position, you will be focused on supporting various BY Planning solutions in the Demand/Fulfillment/Supply Planning space across Retail and Manufacturing verticals. You will work with cross-functional teams including Product Development, Consulting, and Support services to provide technical and non-technical support during the Steady state period. Your primary responsibilities will include providing user support, verifying that the system meets the required business functions, and maintaining data integrity. **Key Responsibilities:** - Understand the implemented solution/products - Analyze issues, identify root cause, and find permanent solutions - Adhere to SLA based on the severity of customer cases - Complete assigned product certification courses - Document learnings and build knowledge content - Provide early visibility and mitigation to technical challenges - Represent product and portfolio confidently - Collaborate with Solution/Technical architects to stabilize the system - Manage/support new rollouts/deployments and handle change requests/enhancements - Improve various KPIs for the customer **Qualifications Required:** - 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 - Strong analytical/problem-solving skills - Deep understanding of customer business and processes - Experience with other Supply Chain Planning software like SAP-IBP/APO, o9, Kinaxis, Relex - Knowledge in performance tuning techniques is an added advantage - Understanding of various technical platforms and infrastructures - Ability to convey relationships and touch-points to the customer In addition to the technical aspects, you should also align with the company's values of Diversity, Inclusion, Value & Equality (DIVE). Blue Yonder's values drive its success and that of its customers. If you resonate with these values and are passionate about fostering an inclusive environment, you might be a great fit for this role.,