Open Sky Group is a global specialist in Blue Yonder (formerly JDA RedPrairie) supply chain platform. We offer a unique methodology of disciplined agility and a no-modifications approach that enables rapid implementation and upgrade of Blue Yonder WMS, WLM, WFM, and TMS for a faster return on investment.  We help clients get the most from their supply chain technology investment by providing workable and stable solutions to supply chain software challenges. Open Sky Group is best known for its deep expertise with Blue Yonder WMS, a Tier 1 software system. Although each project has unique aspects, typical engagements include new Software Implementations, Upgrades, Replenishment and Slotting Optimizations, Material Handling and ERP Integration, and Parcel Systems. Our mission is to deliver technology-enabled solutions that allow our customers to achieve more, often with less, while having the flexibility to adapt to change.   The Sr. Support Analyst is a key member of the Managed Services (MS) team.  The MS team is responsible for the resolution of issues submitted by clients, monitoring of systems and answering questions about system capabilities.  The Sr. Support Analyst works as a team member to resolve incidents submitted by clients or monitoring software to provide timely resolution.  The team works to determine root cause and deploy preventative measures to minimize the number of reoccurring issues.

Remote role, anywhere in the US Open Sky Group is a global specialist in Blue Yonder (formerly JDA RedPrairie) supply chain platform. We offer a unique methodology of disciplined agility and a no-modifications approach that enables rapid implementation and upgrade of Blue Yonder WMS, WLM, WFM, and TMS for a faster return on investment.  We help clients get the most from their supply chain technology investment by providing workable and stable solutions to supply chain software challenges. Open Sky Group is best known for its deep expertise with Blue Yonder WMS, a Tier 1 software system. Although each project has unique aspects, typical engagements include new Software Implementations, Upgrades, Replenishment and Slotting Optimizations, Material Handling and ERP Integration, and Parcel Systems. Our mission is to deliver technology-enabled solutions that allow our customers to achieve more, often with less, while having the flexibility to adapt to change.   The Support Analyst is a subject matter expert and individual contributor who resolves incidents, monitors software and infrastructure, and provides timely feedback and resolution to our clients.

Responsibilities • Respond to and manage customer support requests via helpdesk tickets and other communication channels in a timely and professional manner. • Troubleshoot and resolve complex application, database, and infrastructure-related issues. • Monitor system and application health, proactively identifying and addressing potential issues. • Support deployments, upgrades, migrations, and environment configuration as part of Professional Services (PS) activities. • Develop and maintain a deep understanding of the application platform, including architecture, integrations, and deployment models. • Investigate, document, and clearly communicate defects, root causes, and technical findings to Engineering. • Log, track, and manage unresolved issues, coordinating internally, and maintaining transparent communication with customers. • Test, validate, and support new features, bug fixes, and releases. • Contribute to infrastructure automation, configuration management, and deployment pipelines. • Collaborate closely with Engineering to support platform reliability and continuous improvement. • Contribute to internal documentation, operational runbooks, and knowledge base articles. Skills and Experience Required • Strong analytical and problem-solving skills, with a customer-focused mindset. • Excellent verbal and written communication skills in English. • Ability to prioritize and manage multiple support and operational tasks concurrently. • Self-motivated, reliable, and comfortable working independently. • Working knowledge of SQL, including query writing and data analysis. • Experience with MySQL databases, including schema understanding and performance troubleshooting. • Knowledge of infrastructure automation and deployment tools such as Terraform and/or Ansible. • Hands-on DevOps experience, including CI/CD pipelines, environment management, and deployment workflows is desirable. • Solid understanding of Linux and Windows operating systems. • Experience working with JSON and rest APIs is desirable. • Python knowledge for scripting, automation, and tooling is desirable. • PHP experience is desirable. Qualifications • Bachelor’s degree in computer science, Information Technology, Engineering, or a related technical field, or equivalent practical experience. • 3+ years of experience in an application support, DevOps, SRE, or systems engineering role supporting production environments. • Demonstrated experience supporting customer-facing, business-critical applications.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Connected Manufacturing’s Front-Line Support (FLS) Engineer is a member of the technical support team with an exceptional focus on quality customer support. This role encompasses providing technical support to our customers, resolving issues by utilizing widely available resources, and an entrepreneurial spirit. - Providing technical support and maintenance on Connected Manufacturing products - Performing troubleshooting within customer environments focused on the resolution of customer reported issues along with answering product questions raised by customers or partners through our ServiceDesk - Continually prioritizing your workload ensuring customers are kept up to date on the status of their cases following case management best practices - Creating content within the support knowledge base ensuring we share knowledge for new issues in a timely and effective manner - Escalating issues to the next level of support where you have reached the limit’s of your knowledge and tracking those cases to ensure you continue to learn - Contributing to the development of the customer support organization by participating in regular internal meetings and training sessions - Creating postings to Connected Manufacturing’s forum / knowledgebase that assist consultants with “self-help” troubleshooting and provide answers to common situations / errors - Assisting with maintaining any relevant SOPs for job functions - Other duties as assigned on a project basis Travel Required: This is a remote position. Occasional travel may be required based on customer onsite support needs, milestone delivery or hypercare periods. Qualifications - Previous Technical Support experience - Basic knowledge and experience of Networking, Active Directory, Virtualization and Operating Systems - Basic Knowledge of O365 (Configuration and Administration knowledge desired) - Excellent interpersonal and communications skills - Excellent time management, decision making, prioritization and organization skills - Be a team player, promote a spirit of cooperation and teamwork - Create and maintain technical knowledgebase articles - Welcomes challenging environments to apply specialist skills, maintaining customer confidence - Proven technical diagnostic and problem-solving skills - Good knowledge of ITIL framework - Eager to learn new skills and technologies - A good understanding of cloud technologies and experience supporting products and solutions delivered as a service - Willingness to travel to attend company events or training (if required!) - Available on rotation to participate in our three-shift system for 24/7 cover Requirements - 4+ years of experience in technical support role - Experience related to MES software support - Confidence with technical troubleshooting and problem-solving - Fantastic oral and written communication - Amazing people skills with a zeal to work with customers - Thrive in a fast-paced, constantly evolving, team environment - Experience with Camstar / Opcenter transactions, modelling, and troubleshooting - Experience with Medical Device or Regulated Industry Education - B.S. degree in Information Technology, or Associates degree in Computer Science or related Field (or the equivalent experience) plus a minimum of four-years of related experience Salary Range Salary is commensurate with background, level of experience and job market data for location hired.