Expert Support Engineer - BY ESP - Support

Scope

The WGS planning team supports global enterprise customers running mission-critical ESP solutions on Blue Yonder SaaS platforms.

Due to increased customer adoption of Planning SaaS solutions and growing complexity of integrated architectures, we are expanding the L3 SME support capability to strengthen escalation ownership, solution stability improvements, and service automation initiatives.

You Will Work Closely With

• Planning SMEs
• Platform Engineering teams
• Product Development teams
• Customer architects
• Integration teams
  
  

to ensure stable and scalable solution operations.

Our Current Technical Environment

• Software: Java, Java Script, GIT, Rest API, XML/XSLT, MS SQL, PL/SQL
• Application Architecture: MOCA, PageBuilder and Integrator
• Cloud Architecture: MS Azure
• Databases – Oracle / SQL Server
  
  

What You’ll Do

Escalation Ownership

• Resolve complex Demand & Fulfillment solution issues
• Lead root cause analysis for production defects
• Own solution stability improvements
• Partner with engineering teams for fixes
  
  

Solution Expertise

Act as SME for

• ESP
  
  

Customer Solution Stability

• Improve platform reliability Drive recurring issue elimination
• Enhance service adoption and consumption
  
  

Deployment & Upgrade Support

Provide Technical Leadership During

• customer upgrades
• rollouts
• patch deployments
• post-go-live stabilization
  
  

Knowledge Engineering

• Document recurring issues
• Build reusable troubleshooting patterns
• Publish knowledge base articles
• Support internal enablement
  
  

What We Are Looking For

Must Have Requirements:

• 10+ years SaaS / enterprise application support
• 6+ years Supply Chain Planning domain experience in BY
• Strong exposure to ESP module (any engine)
  
  

Expert-level

Technical Skills:

• Oracle SQL / PL-SQL
• Unix / Linux environments
• Shell / Python scripting
• Production troubleshooting workflows
• Integration debugging
  
  

Process Knowledge

Candidate Should Understand

• Incident management
• Problem management
• Change management
• SLA handling
• Ticket lifecycle ownership
• Excellent communication skills
• Customer-facing support capability
  
  

Experience With

Nice to Have:

Azure cloud environments Splunk / AppDynamics monitoring Control-M schedulers

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.

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