Senior Support Engineer 1 - Cloud at Blue Yonder

📍 Job Overview

Job Title: Senior Support Engineer 1 - Cloud
Company: Blue Yonder
Location: Bengaluru, Karnataka, India
Job Type: On-site
Category: DevOps Engineer / System Administrator
Date Posted: 2025-07-29
Experience Level: 5-10 years
Remote Status: On-site

🚀 Role Summary

📝 Enhancement Note: This role combines customer support, cloud architecture, and engineering skills, making it a unique blend of customer-facing and technical responsibilities.
A leading AI-driven global supply chain solutions software product company seeks a Senior Support Engineer with a strong technical foundation and hands-on experience to work with both platform and product teams.
The role involves providing excellent customer experience, enhancing solution stability, and driving operational improvements through continuous process refinement.

💻 Primary Responsibilities

📝 Enhancement Note: The role requires a broad range of skills, from customer support to cloud architecture and engineering, making it a challenging yet rewarding position for the right candidate.
Provide Excellent Customer Experience and Solution Support:
- Own Tier 1 customer solution, enhancing stability and service quality.
- Early engagement in Tier 1 customer implementation projects to ensure seamless delivery.
- Consistently demonstrate customer centricity and a relentless attitude to innovate.
Plan and Execute Implementation of High Service Quality:
- Plan and execute implementation of high service quality through continuous improvements in operational processes.
- Regularly track operational metrics and leverage lean methodology, automation, etc.
Act as Subject Matter Expert:
- Provide mentorship to Support Engineers and deliver product/technical trainings.
- Serve as a JIRA Gatekeeper to review and prevent inflow of WAD JIRA to PD.
Build and Demonstrate High Competency in Product and Domain:
- Consistently build and demonstrate high competency in product and domain, Azure, relevant tools, and technologies, solution architecture, etc.

🎓 Skills & Qualifications

Education: Bachelor's degree (or equivalent) in Computer Science or Engineering or other relevant discipline.

Experience: 5-8 years of corporate experience in customer-facing roles as a senior consultant in BY Workforce Management or similar products.

Required Skills:

Technical Skills:
- Strong functional expertise in WFM modules like forecasting, labor demand, auto scheduling, time & attendance, and pay rules.
- Excellent computer skills with in-depth knowledge of operating systems, client/server technology, ERP systems, integration, and middleware technologies and applications.
- Operational knowledge on Azure, SQL Server/MS SQL scripting, PowerShell scripting, and relational database concepts.
- Hands-on experience with Azure application support/deployment and Python scripting.
- Fundamentals of machine learning, statistics, and probability, object-oriented programming, and artificial intelligence.
- Knowledge of retail/supply chain concepts and ITIL certification.
Soft Skills:
- Good communication skills and collaboration across different regions/teams.
- Zeal for continuous improvement/innovation and alignment to the values, priorities, and culture of the organization.

Preferred Skills:

Experience in IT support and performance analysis/tuning for projects.
Operational knowledge on AppDynamics/Splunk.

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: As this role is focused on customer support and cloud architecture, a portfolio showcasing problem-solving skills, customer support cases, and cloud infrastructure projects would be most relevant.

Portfolio Essentials:

Case studies demonstrating problem-solving skills and customer support in complex scenarios.
Cloud architecture projects showcasing Azure expertise and hands-on experience with Azure application support/deployment.
Examples of operational improvements and process refinements driven through continuous process improvement methodologies.

Technical Documentation:

Documented case studies, including problem statements, root cause analysis, proposed solutions, and outcomes.
Technical documentation showcasing hands-on experience with Azure, SQL Server/MS SQL scripting, PowerShell scripting, and other relevant tools and technologies.

💵 Compensation & Benefits

Salary Range: INR 1,200,000 - 1,800,000 per annum (Estimated based on market standards for a Senior Support Engineer role in Bengaluru, India, with 5-10 years of experience)

Benefits:

Competitive benefits package, including health insurance, retirement plans, and paid time off.
Opportunities for professional development and growth within the organization.
A dynamic work environment with a strong focus on innovation and continuous improvement.

Working Hours: Full-time (40 hours/week) with shifts on rotation basis and on-call responsibilities over weekends.

🎯 Team & Company Context

🏢 Company Culture

Industry: Blue Yonder is a leading AI-driven global supply chain solutions software product company, focusing on retail, manufacturing, and logistics industries.

Company Size: Medium-sized organization with a strong focus on innovation and growth.

Founded: 1986 (as JDA Software), with a rich history in supply chain management and a commitment to driving customer success.

Team Structure:

Cross-functional teams, including product management, development, and support.
Collaborative work environment with a focus on customer centricity and continuous improvement.

Development Methodology:

Agile/Scrum methodologies for product development and customer implementation projects.
Lean methodology for operational process improvement and continuous improvement initiatives.

Company Website: Blue Yonder

📝 Enhancement Note: Blue Yonder's company culture emphasizes innovation, collaboration, and customer success, providing an excellent environment for a Senior Support Engineer to thrive.

📈 Career & Growth Analysis

Web Technology Career Level: Senior Support Engineer roles require a strong technical foundation, hands-on experience, and exceptional problem-solving skills. This role offers opportunities for growth into technical leadership, architecture, or management positions.

Reporting Structure: The Senior Support Engineer will report directly to the Support Manager and work closely with cross-functional teams, including product management, development, and other support engineers.

Technical Impact: The Senior Support Engineer will have a significant impact on customer satisfaction, solution stability, and service quality, driving operational improvements and enhancing the overall customer experience.

Growth Opportunities:

Technical Growth: Develop expertise in emerging technologies, cloud architecture, and machine learning to drive innovation and improve customer solutions.
Leadership Growth: Build mentoring and leadership skills to guide other support engineers and drive team success.
Career Progression: Pursue opportunities for advancement into technical leadership, architecture, or management roles within the organization.

📝 Enhancement Note: Blue Yonder's focus on innovation and continuous improvement provides ample opportunities for growth and development in both technical and leadership domains.

🌐 Work Environment

Office Type: Modern, collaborative office space designed to foster innovation and teamwork.

Office Location(s): Bengaluru, with opportunities for remote work and global collaboration.

Workspace Context:

Collaborative Workspace: Open-plan office layout with ample space for team collaboration and brainstorming sessions.
Technical Workspace: Equipped with state-of-the-art hardware, software, and tools to support cloud architecture and engineering tasks.
Cross-Functional Collaboration: Regular interactions with product management, development, and other support teams to ensure seamless customer delivery and continuous improvement.

Work Schedule: Full-time (40 hours/week) with shifts on rotation basis and on-call responsibilities over weekends. Flexible work arrangements may be available for specific roles and teams.

📝 Enhancement Note: Blue Yonder's work environment encourages collaboration, innovation, and continuous learning, providing an ideal setting for a Senior Support Engineer to excel.

📄 Application & Technical Interview Process

Interview Process:

Technical Assessment: A hands-on assessment focusing on cloud architecture, Azure, and problem-solving skills.
Behavioral Interview: An in-depth discussion of problem-solving skills, customer support experiences, and cultural fit.
Final Interview: A meeting with the hiring manager to discuss the role, company culture, and career growth opportunities.

Portfolio Review Tips:

Highlight case studies demonstrating problem-solving skills, customer support, and cloud architecture expertise.
Showcase hands-on experience with Azure, SQL Server/MS SQL scripting, PowerShell scripting, and other relevant tools and technologies.
Emphasize operational improvements and process refinements driven through continuous process improvement methodologies.

Technical Challenge Preparation:

Brush up on Azure, SQL Server/MS SQL scripting, PowerShell scripting, and other relevant tools and technologies.
Prepare for problem-solving scenarios, focusing on cloud architecture and customer support challenges.
Familiarize yourself with Blue Yonder's products, services, and company culture.

ATS Keywords: (Organized by category)

Programming Languages: Python, Java, SQL, PowerShell
Cloud Platforms: Azure
Databases: SQL Server, MS SQL
Tools: JIRA, Salesforce, Zoom, AppDynamics, Splunk
Methodologies: ITIL, Lean, Agile/Scrum
Industry Terms: WFM, WAD, PD, BY, Retail, Supply Chain, Customer Support, Cloud Architecture, Engineering

📝 Enhancement Note: Blue Yonder's interview process focuses on technical skills, problem-solving abilities, and cultural fit, providing an opportunity for candidates to showcase their expertise and passion for driving customer success.

🛠 Technology Stack & Web Infrastructure

Cloud Platforms:

Azure: Expertise in Azure application support/deployment, Azure AD, Event Hub, and other Azure services is required for this role.

Databases:

SQL Server/MS SQL: Proficiency in SQL Server/MS SQL scripting and relational database concepts is essential for this role.

Tools:

JIRA: Familiarity with JIRA for case management and tracking is required.
Salesforce: Experience with Salesforce for customer relationship management is preferred.
Zoom: Proficiency in using Zoom for customer support and collaboration is required.
AppDynamics/Splunk: Operational knowledge of AppDynamics/Splunk for performance monitoring and analytics is preferred.

📝 Enhancement Note: Blue Yonder's technology stack focuses on Azure, SQL Server/MS SQL, and other relevant tools and technologies, providing an excellent environment for a Senior Support Engineer to apply and expand their technical skills.

👥 Team Culture & Values

Web Development Values:

Customer Centricity: Blue Yonder places a strong emphasis on customer success, driving innovation and continuous improvement to meet customer needs.
Collaboration: Cross-functional teamwork is essential for driving customer success and enhancing the overall customer experience.
Innovation: Blue Yonder encourages continuous learning and innovation, fostering a culture of experimentation and improvement.
Quality: Blue Yonder is committed to delivering high-quality solutions and services, ensuring customer satisfaction and driving operational excellence.

Collaboration Style:

Cross-Functional Integration: Blue Yonder fosters a collaborative work environment, encouraging regular interactions between product management, development, support, and other teams.
Code Review Culture: Regular code reviews and knowledge-sharing sessions help ensure high-quality solutions and continuous learning.
Knowledge Sharing: Blue Yonder encourages an atmosphere of knowledge sharing, technical mentoring, and continuous learning, driving team success and individual growth.

📝 Enhancement Note: Blue Yonder's team culture emphasizes customer centricity, collaboration, innovation, and quality, providing an ideal environment for a Senior Support Engineer to thrive.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer Support: Addressing complex customer issues and driving operational improvements to enhance service quality and customer satisfaction.
Cloud Architecture: Designing, implementing, and maintaining scalable, secure, and highly available cloud infrastructure to support Blue Yonder's products and services.
Problem Solving: Identifying root causes, proposing solutions, and driving continuous improvement in customer support processes and cloud infrastructure.
Emerging Technologies: Staying up-to-date with emerging cloud technologies and driving innovation in customer support and cloud architecture.

Learning & Development Opportunities:

Technical Skill Development: Expanding expertise in cloud architecture, Azure, machine learning, and other relevant technologies to drive innovation and enhance customer solutions.
Conference Attendance: Attending industry conferences and events to stay current with emerging trends and best practices in cloud architecture, customer support, and related fields.
Mentorship and Leadership Development: Building mentoring and leadership skills to guide other support engineers and drive team success.

📝 Enhancement Note: Blue Yonder's challenges and growth opportunities focus on driving customer success, enhancing cloud architecture, and fostering continuous learning and innovation.

💡 Interview Preparation

Technical Questions:

Cloud Architecture: Describe your experience with Azure application support/deployment, Azure AD, Event Hub, and other Azure services. How have you leveraged these technologies to drive customer success and enhance cloud infrastructure?
Problem Solving: Walk us through a complex customer support case you've handled, highlighting your approach to identifying root causes, proposing solutions, and driving continuous improvement.
Customer Support: How have you balanced customer expectations, technical constraints, and operational requirements to deliver high-quality customer support and drive customer satisfaction?

Company & Culture Questions:

Customer Centricity: How have you demonstrated a customer-centric approach in your previous roles, and how do you plan to apply this approach at Blue Yonder?
Collaboration: Describe your experience working with cross-functional teams, and how you've driven customer success through effective collaboration and knowledge sharing.
Innovation: How have you driven innovation in your previous roles, and what ideas do you have for enhancing Blue Yonder's products, services, and customer support processes?

Portfolio Presentation Strategy:

Customer Support Case Studies: Highlight case studies demonstrating your problem-solving skills, customer support expertise, and ability to drive operational improvements.
Cloud Architecture Projects: Showcase your hands-on experience with Azure, SQL Server/MS SQL scripting, PowerShell scripting, and other relevant tools and technologies through cloud architecture projects.
Technical Documentation: Present technical documentation showcasing your expertise in Azure, SQL Server/MS SQL scripting, PowerShell scripting, and other relevant tools and technologies.

📝 Enhancement Note: Blue Yonder's interview preparation focuses on technical skills, problem-solving abilities, and cultural fit, providing an opportunity for candidates to showcase their expertise and passion for driving customer success.

📌 Application Steps

To apply for this Senior Support Engineer 1 - Cloud position at Blue Yonder:

Customize Your Portfolio: Highlight case studies demonstrating problem-solving skills, customer support, and cloud architecture expertise, with a focus on Azure, SQL Server/MS SQL scripting, PowerShell scripting, and other relevant tools and technologies.
Optimize Your Resume: Emphasize your experience in customer-facing roles, cloud architecture, and engineering, with a focus on problem-solving skills, customer support, and operational improvements.
Prepare for Technical Challenges: Brush up on Azure, SQL Server/MS SQL scripting, PowerShell scripting, and other relevant tools and technologies. Prepare for problem-solving scenarios, focusing on cloud architecture and customer support challenges.
Research Blue Yonder: Familiarize yourself with Blue Yonder's products, services, and company culture. Prepare thoughtful questions to demonstrate your interest in the role and the organization.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do NOT include this in the output)

Web Technology-Specific Focus:

Tailor every section specifically to cloud architecture, customer support, and engineering roles.
Include Azure, SQL Server/MS SQL scripting, PowerShell scripting, and other relevant tools and technologies prominently.
Emphasize problem-solving skills, customer support, and operational improvements throughout the description.
Address cloud architecture, customer support, and engineering career progression paths and technical specialization.

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information.
Only include Enhancement Notes when making significant inferences about cloud architecture, customer support, and engineering processes, tools, and team structure.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute cloud architecture, customer support, and engineering-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and cloud architecture, customer support, and engineering specialization.

Industry Expertise:

Include specific Azure, SQL Server/MS SQL scripting, PowerShell scripting, and other relevant tools and technologies relevant to the role.
Address cloud architecture, customer support, and engineering career progression paths and technical leadership opportunities in cloud architecture, customer support, and engineering teams.
Provide tactical advice for cloud architecture, customer support, and engineering portfolio development, live demonstrations, and project case studies.
Include cloud architecture, customer support, and engineering-specific interview preparation and coding challenge guidance.
Emphasize cloud architecture, customer support, and engineering best practices, responsive design principles, and performance optimization.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use cloud architecture, customer support, and engineering industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to cloud architecture, customer support, and engineering professionals.
Provide actionable insights that give cloud architecture, customer support, and engineering candidates a competitive advantage.
Focus on cloud architecture, customer support, and engineering team culture, cross-functional collaboration, and user impact measurement.

Technical Focus & Portfolio Emphasis:

Emphasize cloud architecture, customer support, and engineering best practices, problem-solving skills, and operational improvements.
Include specific portfolio requirements tailored to the cloud architecture, customer support, and engineering discipline and role level.
Address cloud architecture, customer support, and engineering-specific technical presentation skills and stakeholder communication for cloud projects.
Focus on problem-solving methods, performance optimization, and scalable cloud architecture.

Avoid:

Generic business jargon not relevant to cloud architecture, customer support, and engineering roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-technical terminology unless relevant to the specific cloud architecture, customer support, and engineering role.
Marketing language unrelated to cloud architecture, customer support, and engineering.

Senior Support Engineer 1 - Cloud