Support Engineer 2
About the job
- 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 or Oracle, API or middleware troubleshooting, application debugging, or mobile application troubleshooting.
- Experience with monitoring and observability tools such as AppDynamics, Splunk, or Prometheus.
- Practical exposure to Azure cloud services and continuous integration and continuous delivery pipelines.
- A bachelor's degree in Computer Science, Engineering, or Information Systems, or equivalent practical experience or certification.
- Strong written and spoken communication skills.
- Ability to collaborate across teams and manage customer expectations.
- Willingness to work shifts and provide out-of-hours support.
- Resolve customer- and system-raised cases of moderate complexity with end-to-end ownership and proactivity.
- Own Tier 2 solutions by troubleshooting, remediating, and escalating when required, and drive stability and service quality improvements that enable customer consumption and adoption.
- Monitor application health using monitoring and diagnostics tools, identify early indicators of incidents, and act to prevent or minimize impact.
- Meet service-level agreement, service-level objective, and quality expectations; attend case quality training and apply best practices in case handling.
- Seek guidance and continuously improve service quality.
- Provide 24x7 support coverage as part of a shift roster, including out-of-hours support when required.
- Communicate technical issues, impacts, and workarounds clearly to customers in verbal and written communications.
- Coach and support junior team members to improve communication and case handling.
- Collaborate across internal teams and external partners to resolve issues and deliver outcomes, adapting to cultural differences.
- Balance process, people, and teamwork skills with technology, framework, and solution skills.
- Support the solution using database management systems such as SQL and Oracle, including writing, reviewing, and optimizing queries and stored procedures; debug code in applicable programming languages; troubleshoot platform integrations such as APIs and MuleSoft; and troubleshoot mobile application issues.
- Use SaaS operational toolsets such as AppDynamics and Splunk to monitor health, investigate issues, analyze trends, and remediate recurring or high-impact issues.
- Develop knowledge of product features and functionality, customer industry domains and business processes, and relevant SaaS consumption, adoption, and business-value KPIs.
- Understand multi-layered solution architectures, including client-server, databases, load balancers, middleware, integrations, and data flows.
- Work with web servers such as IIS and Tomcat; operating system frameworks and scripting such as PowerShell, batch, and VBScript; and architecture frameworks such as ASP.NET and Java.
- Use server and application diagnostics tools such as Wireshark, Perfmon, PerfView, and Event Viewer to investigate issues.
- Understand Azure technologies relevant to the solution, including serverless and platform-as-a-service services, scale sets, containers, and Kubernetes; deployment models; and continuous integration and delivery tools such as GitHub and Jenkins.
- Perform cloud operations including deployments, troubleshooting deployment-related issues, availability diagnostics, health monitoring, and creating automations using Python, robotic process automation, or similar tools.
- Apply application performance engineering skills, including database health analysis, query and execution plan analysis, and index tuning; perform prescribed KPI-based proactive performance reviews.
- Create high-quality Knowledge-Centered Support articles independently, mentor others to increase article usage and creation, and use existing articles to accelerate resolution.
- Identify and implement operational improvements, simplify or automate manual procedures, and introduce methodologies that improve process efficiency and return on investment.
- Seek and act on feedback, pursue self-development and career growth, and identify learning paths and next-step career objectives.
About the company
Blue Yonder provides an end-to-end digital fulfillment platform for supply chains, helping retailers, manufacturers, and logistics providers plan, execute, and deliver more efficiently through its Luminate Platform. It uses artificial intelligence and machine learning to forecast disruptions and optimize planning across forecasting, inventory, workforce, and logistics, giving a unified view by integrating planning and execution. Its approach combines science-based forecasting with a scalable, data-driven platform that covers the entire supply chain rather than point solutions, supported by its integration into JDA Software and Panasonic. The goal is to improve operational efficiency and decision-making, building resilient, digitally enabled supply chains that can quickly adapt to changes in demand and logistics conditions.
Company Size
5,001-10,000
Company Stage
Late Stage VC
Total Funding
$75M
Headquarters
Scottsdale, Arizona
Founded
2008
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Simplify's Take
What believers are saying
- FY25 revenue reached $1.42 billion, with 10.4% SaaS growth and 103.8% net retention.
- Q2 2026 added 27 customer logos and expanded NVIDIA and Syndigo partnerships.
- Blue Yonder won Gartner WMS leadership for the 18th consecutive year in June 2026.
What critics are saying
- The November 2024 ransomware attack exposed Blue Yonder's managed services weakness.
- Termite's 680-gigabyte theft claims threaten trust with Starbucks, DHL, and Walgreens customers.
- A second major breach triggers customer defections and Panasonic's strategic retreat.
What makes Blue Yonder unique
- Blue Yonder is the only pure-play SCM vendor in Gartner's 2026 Leaders quadrant.
- Its Model Training Factory on NVIDIA Nemotron builds domain-specific supply chain agents.
- One Network integration gives Blue Yonder multi-enterprise collaboration across trading partners.
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Benefits
Health Insurance
Dental Insurance
Vision Insurance
401(k) Retirement Plan
401(k) Company Match
Unlimited Paid Time Off
Corporate Fitness Program
Pet Insurance
Growth & Insights and Company News
6 month growth
25%1 year growth
28%2 year growth
28%Blue Yonder released its Q2 2026 highlights, announcing 27 new customer logos and strategic partnerships with NVIDIA and Syndigo. The AI supply chain company appeared in 24 industry analyst reports during the quarter. At its ICON 2026 conference in San Diego, Blue Yonder unveiled its Model Training Factory, built on NVIDIA Nemotron, to develop specialised AI agents for autonomous supply chain operations. The factory uses a hybrid approach combining frontier models with custom supply chain models trained for specific workflows across warehouse management, planning, and transportation. CEO Duncan Angove introduced the Frictionless Outcomes manifesto, committing to faster time-to-value through AI agents. Blue Yonder also released its 2026 Supply Chain Compass: Spotlight on Sustainability report and recognised customers including Linfox, Under Armour, FedEx, and PepsiCo with ICONic Customer Awards.
Blue Yonder has launched its Model Training Factory, built on NVIDIA Nemotron, to develop specialised AI agents for autonomous supply chains. The system combines NVIDIA's open-source models and NeMo AI tools with Blue Yonder's supply chain expertise to create fine-tuned models that can execute complex workflows. The factory uses NVIDIA's agentic AI stack to train models for specific supply chain tasks, from warehouse decisions to planning operations. Models are trained on synthetic data and evaluated before deployment, offering a cost-effective alternative to large frontier models whilst maintaining precision and speed. Blue Yonder plans to deploy initial models for warehouse management workflows later this year, addressing high-frequency decisions around inventory exceptions and allocation. The company says its approach creates reusable AI training signals that encode operational expertise across supply chain domains.
Blue Yonder, an AI company for supply chain, reported $1.42 billion in revenue for fiscal year 2025, with 10.4% year-over-year SaaS revenue growth and 103.8% net revenue retention. The company added 114 new customers throughout the year. In Q4 2025, Blue Yonder added 29 new customers and won the 2025 Microsoft Global ISV Partner of the Year award. The company unveiled significant enhancements to its Demand and Supply Planning and Warehouse Management solutions, introducing AI-driven capabilities including insight-driven scenario planning and the Inventory Ops Agent for proactive decision-making. Blue Yonder was featured in over 90 technology industry analyst reports during FY25 and received multiple industry recognitions. The company will host its ICON 2026 conference in San Diego on 17-20 May.
The deal will mark approximately $1 billion of investments in acquisitions since Q4 2023 and positions Blue Yonder to provide a unified end-to-end supply chain platform and collaboration ecosystem DALLAS and SCOTTSDALE, Ariz. – March 29, 2024 – Blue Yonder, a leader in digital supply...
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