About the Role
Role summary The Senior Support Engineer II is a senior individual contributor on the customer support team responsible for resolving high-severity incidents, driving root-cause analysis, and improving operational reliability for Blue Yonder’s SaaS and on-premise solutions. This role combines deep technical troubleshooting, customer-facing communication, cross-functional escalation, and contributions to knowledge base, automation, and process improvements to reduce recurring incidents and improve customer satisfaction.Key responsibilitiesOwn end-to-end incident management for high-severity customer issues: triage, diagnosis, remediation, and post-incident reviews. Perform advanced troubleshooting across application stacks, integrations, databases, messaging/streaming layers, and cloud infrastructure (AWS/Azure/GCP). Collaborate with Engineering, DevOps, Product, and Security teams to escalate and resolve product defects, performance issues, and interoperability prob...
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