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Job Description
Company overview:
Blue Yonder is a leader in AI-driven supply chain and retail solutions, helping organizations optimize planning, logistics, and fulfillment at scale. We deliver cloud-native platforms and services that enable smarter, more resilient operations across global retail, manufacturing, and logistics networks.
Role summary The Support Engineer I is an early-career, customer-facing technical role responsible for resolving routine customer issues, triaging incidents, and escalating more complex problems to senior support or engineering teams. This role focuses on delivering excellent customer service, following runbooks and workflows, contributing to knowledgebase content, and learning operational and product fundamentals to grow into higher-tier support responsibilities.
Key responsibilities
- Triage incoming support requests and incidents via ticketing system, chat, and phone; acknowledge customers and set clear expectations.
- Resolve common issues and known errors using runbooks, checklists, and scripts; escalate complex or high-severity items to higher tiers.
- Perform basic troubleshooting across application layers, OS (Linux/Windows), and common integrations; gather logs and diagnostic data for escalation.
- Assist with routine tasks: user administration, configuration checks, basic deployment validation, and health checks for customer environments.
- Follow established incident and escalation procedures; participate in on-call rotation as required (with defined escalation paths).
- Contribute to and maintain knowledgebase articles, runbooks, and FAQs to improve first-time resolution rates.
- Communicate clearly and empathetically with customers, providing timely updates and educating them on next steps or workarounds.
- Work closely with senior support engineers, DevOps, and product teams to drive issue resolution and feed back recurring problems.
- Participate in training and development activities to build technical skills and product knowledge.
Required qualifications
- 0–3 years of experience in technical support, IT helpdesk, systems administration, or related customer-facing technical roles (entry-level welcome).
- Basic familiarity with operating systems (Linux and/or Windows) and fundamental networking concepts (TCP/IP, DNS, firewalls).
- Comfortable with reading logs, collecting diagnostic data, and following troubleshooting steps.
- Basic scripting or automation skills (Bash, Python, PowerShell) helpful but not required.
- Experience or comfort using ticketing and collaboration tools (e.g., Jira, ServiceNow, Slack).
- Strong customer service and communication skills; able to explain technical issues clearly to non-technical stakeholders.
- Willingness to learn and adapt in a fast-paced, customer-focused environment.
- Associate’s or Bachelor’s degree in Computer Science, Information Systems, or equivalent experience preferred but not required.
Preferred qualifications
- Exposure to cloud platforms (AWS, Azure, GCP) and common cloud services.
- Familiarity with monitoring/logging tools (ELK/EFK, CloudWatch, Prometheus) or basic observability concepts.
- Experience with databases (Postgres, MySQL) or basic SQL for diagnostic queries.
- Interest in pursuing certifications or advancing to mid/senior support roles.
Core competencies and behaviors
- Customer-first mindset: responsive, patient, and service-oriented.
- Analytical and methodical problem-solver.
- Team player who learns from others and shares knowledge.
- Calm under pressure and reliable during incidents.
- Growth-oriented and open to feedback.
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.