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.

Responsibilities

• Own 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...