Scope & Impact:
- Deliver High-Touch Support: Provide premier application and techno-functional support to strategic Blue Yonder TMS customers by diagnosing and resolving complex SaaS/Cloud solution issues.
- Lead Escalations: Drive rapid resolution and Root Cause Analysis (RCA) of high-severity and escalated incidents in collaboration with internal engineering teams and customer leadership.
- Deepen Architectural Mastery: Build deep expertise in end-to-end customer solution architectures, custom extensions, SaaS observability tools, and supply chain logistics workflows.
- Drive Proactive Stability: Own the health of assigned customer environments—identifying recurring trends, improving service quality, reducing Mean Time to Resolution (MTTR), and accelerating customer adoption and satisfaction.
Our Technical Environment:
- Core Application: Blue Yonder Transportation Management (TMS) running in enterprise Cloud/SaaS architectures. TMS can be connected to multiple upstream and downstream applications also under scope.
- Databases (RDBMS): Oracle and Microsoft SQL Server—writing, reviewing, and tuning complex SQL queries, stored procedures, and execution plans.
- Observability & ITSM: AppDynamics and Splunk for real-time application health monitoring, log analysis, and proactive anomaly detection; ServiceNow (SNOW) for case and incident management.
- Integrations: REST/SOAP APIs, EDI (X12/EDIFACT/XML), and file transfer protocols supporting carrier collaboration, load tendering, and ERP connectivity.
What You’ll Do:
- Own Customer Cases End-to-End: Act as the primary techno-functional Point of Contact (POC) for global customer cases, ensuring swift triage, rigorous troubleshooting, and adherence to strict SLA and MTTR targets.
- Perform Deep Technical Diagnostics: Analyze product source code, design specifications, database performance, and integration logs to isolate defects and configuration bottlenecks.
- Manage & Replicate Environments: Maintain deep awareness of customer-specific customizations and replicate complex scenarios in test environments to validate fixes.
- Proactive Trend Analysis: Leverage AppDynamics and Splunk to monitor system health, identify recurring patterns, and eliminate high-impact incidents before they disrupt operations.
- Champion Knowledge & Automation: Author Knowledge-Centered Service (KCS) articles for repeatable issues and identify opportunities to automate routine diagnostics and operational tasks.
- Collaborate Globally: Communicate with urgency, clarity, and empathy across global teams and customer stakeholders from initial report through final case closure.
What We Are Looking For:
- Experience & Education: Bachelor’s degree in Computer Science, Information Technology, Industrial/Systems Engineering, or a related STEM field, with 5–7+ years of experience in enterprise software support or techno-functional consulting.
- Database Proficiency: 3–4+ years of hands-on experience with Oracle and/or SQL Server, including query optimization, stored procedures, and data troubleshooting.
- Domain & Platform Knowledge: Prior hands-on experience with Blue Yonder (JDA) TMS, as well as experience in Supply Chain, Logistics, or Transportation execution systems are a strong bonus.
- Integration & Observability Skills: Practical understanding of APIs, EDI concepts, and SaaS monitoring/ticketing tools (Splunk, AppDynamics, ServiceNow, Zabbix, Azure APIM).
- Bilingual Communication: Advanced/fluent verbal and written English and Spanish to communicate seamlessly with global customers and executive stakeholders.
- Analytical Agility: Strong problem-solving mindset with the ability to rapidly learn new cloud technologies and perform under pressure.
Work Model & Shift Expectations:
- This role operates within a 24x7 global support model covering enterprise production environments.
- Because this role supports mission-critical 24x7 enterprise environments, it operates under a pre-scheduled rotational shift model (which may include daytime, mixed, or night shifts, as well as weekend shift coverage with designated weekly rest days)
- Participation in pre-scheduled standby/on-call rotations to support high-severity production incidents (P1) is part of the role’s operational scope.
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.
