Senior Support Engineer II

About the role

Blue Yonder is an AI-driven Global Supply Chain Solutions Software Product Company seeking a Senior Support Engineer II to enhance customer experience and provide robust solution support. The role involves end-to-end ownership of customer solutions, resolving complex technical issues in Cloud/SaaS environments, and collaborating with a global team of 120+ associates across the US, Mexico, India, Australia, and the UK. Based in Bangalore, the position requires working rotational shifts (Shift 1: 6 am to 3 pm, Shift 2: 2 pm to 11 pm, Shift 3: 10 pm to 7 am) and demands a proactive approach to customer value creation.

What you’ll do

• Achieve high customer satisfaction and positively impact NPS scores through end-to-end ownership, engagement, and proactive support
• Work with global technical and functional teams to support various customer engagements
• Address and resolve technical issues adhering to SLAs, document learnings, and create knowledge articles
• Replicate and maintain customer environments and knowledge of customer solution architecture and integration points
• Review product source code or design documents as necessary
• Act as the techno-functional POC for all cases, ensuring timely triage and assignment
• Identify areas for improvement and automation in routine tasks
• Represent product and portfolio, including vision and technical roadmaps, within the company and to strategic customers when necessary

What you’ll bring

• Bachelor's degree (STEM preferred)
• 7 to 10 years of experience
• Experience in support engineering roles
• Strong techno-functional expertise
• Good communication and strong analytical skills
• Experience with SQL/Oracle DB complex queries
• Fair understanding of the Supply Chain domain
• Flexible to work in rotational shifts

Skills

Education

Bachelor’s degree (STEM preferred)