B. Communication & collaboration
Communicate effectively (verbal and written) with customers, clearly explaining technical issues, impact, and workarounds.
Coach and support junior team members to improve their communication and case handling.
Collaborate respectfully and passionately across BlueYonder teams and external partners to resolve issues and deliver outcomes.
Demonstrate professionalism in internal and external interactions and adapt to cultural differences.
Balance soft skills (process, people, teamwork) with hard skills (technologies, frameworks, solutions).
C. Competency development & demonstration
Technical
Demonstrate moderate expertise to support the solution, for example
DBMS support (SQL, Oracle): writing, reviewing and optimizing queries, stored procedures.
Code debugging in applicable programming languages.
Platform/integration troubleshooting (APIs, MuleSoft).
Troubleshooting of mobile application issues.
Use contemporary SaaS operational toolsets (AppDynamics, Splunk, etc.) to monitor health, investigate issues, analyze trends, and drive remediation of recurring/high-impact issues.
Product & domain
Develop moderate knowledge of product features and functionality.
Possess basic knowledge of customer industry domain and business processes to assess business impact and provide practical workarounds.
Understand SaaS consumption, adoption and business-value KPIs relevant to assigned solutions.
Solution architecture & cloud operations
Understand multi-layered solution architectures (client-server, DB, load balancers, middleware), integrations and data flows.
Work with web servers (IIS, Tomcat), OS frameworks and scripting (PowerShell, batch, VBScript), and common architecture frameworks (ASP.NET, Java).
Use server and application diagnostics tools (Wireshark, Perfmon, PerfView, Event Viewer) to investigate issues.
Understand Azure technologies relevant to the solution (serverless/PAAS, scale sets, containers/Kubernetes), deployment models and CI/CD (GitHub, Jenkins).
Perform cloud operational activities: deployments, troubleshooting deployment-related issues, availability diagnostics, health monitoring, and creating automations (Python, RPA, etc.).
Apply application performance engineering skills (DB health analysis, query/execution plan, index tuning) and perform prescribed KPI-based proactive performance reviews.
Behavioral
Exhibit a strong service mindset: ownership, customer centricity and relentless drive to improve.
Seek and act on feedback; pursue self-development and career growth opportunities.
Proactively identify learning paths and next-step career objectives.
D. Value addition & continuous improvement
Be a top contributor to Knowledge-Centered Support (KCS)
Create high-quality knowledge articles independently and mentor others to increase usage and creation.
Leverage existing articles to accelerate resolution.
Identify and implement operational improvements (automation, process optimization):
Simplify or automate manual procedures to improve operational efficiency.
Introduce methodologies that increase process efficiency and ROI.
Required skills & experience
Proven experience in a technical support or platform engineering role (typically 2–5 years, or equivalent) supporting enterprise SaaS solutions.
Hands-on experience with one or more of: SQL/Oracle, API/Middleware troubleshooting, application debugging, mobile app troubleshooting.
Experience with monitoring/observability tools (AppDynamics, Splunk, Prometheus, etc.).
Practical exposure to Azure cloud services and CI/CD pipelines.
Strong written and spoken communication skills.
Demonstrated ability to collaborate across teams and manage customer expectations.
Willingness to work in shifts and provide OOH support.
Education
Bachelor’s degree in Computer Science, Engineering, Information Systems or equivalent practical experience (or equivalent certification/experience).
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.
