Senior Support Engineer

Jobtailor

Monterrey

Presencial

MXN 420.000 - 660.000

Jornada completa

14 días+

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Descripción de la vacante

Jobtailor is seeking a senior technical support professional in Monterrey to resolve complex Blue Yonder WMS issues and own Tier 1/2 solutions. You will work on early implementation projects, collaborate with TAMs, and drive adoption and customer satisfaction while upholding SLAs and quality standards.

You will apply your Azure and SaaS toolset knowledge to improve diagnostics, mentor teammates, and maintain service quality in a fast-paced, 24x7 support environment.

Formación

Bachelor’s degree in computer science, Engineering, or related field.
5+ years of experience in a technical support role or similar customer-facing role.
Strong knowledge of Blue Yonder WMS product, both functional and technical.
Strong knowledge of Azure and relevant tools and technologies.
Demonstrated experience troubleshooting complex technical issues.
Knowledge of KCS methodology.
Knowledge of process improvement through lean methodology and automation.
Strong verbal and written communication skills.
Ability to communicate technical concepts to a non-technical audience.
Ability to work collaboratively with customers, team members, and partners.
Experience training and mentoring team members.
Ability to work under pressure in a fast-paced environment and meet tight deadlines.
WLM (Warehouse Labor Management) product knowledge is nice to have.

Responsabilidades

Resolve high-complexity customer issues on the Blue Yonder WMS system.
Own customer solutions for Tier 1/2 customers and engage in early implementation projects.
Collaborate with TAMs on support consumption and adoption improvement plans.
Achieve high customer satisfaction and positively impact NPS scores.
Ensure adherence to SLA/SLO, quality standards, and practices.
Champion high-quality service operations and continuous improvement.
Implement monitoring and diagnostics practices using applicable M&D tools.
Improve solution stability through early detection, resolution, and incident recurrence prevention.
Provide out-of-office support and work shifts to facilitate 24x7 customer support.
Communicate effectively with customers and Blue Yonder stakeholders.
Collaborate with Blue Yonder teams and partners.
Demonstrate professionalism, empathy, assertiveness, and respect for cultural differences.
Develop knowledge of Blue Yonder WMS product features and functionalities.
Support constructive customer conversations about business-process impacts and workarounds.
Demonstrate expertise in SaaS technical toolsets, solution architecture, Azure technologies, frameworks, tools, and technologies.
Train and mentor team members to improve the team’s techno-functional capability.
Own Tier 1/2 solutions, enhance solution stability and service quality, and increase customer consumption and adoption.
Demonstrate customer centricity and innovate through teamwork.

Conocimientos

Technical Support

Troubleshooting

Process Improvement

Lean Methodology

Automation

KCS Methodology

SaaS Toolsets

Solution Architecture

Customer Solutions Management

Team Collaboration

Educación

Bachelor’s degree in computer science, Engineering, or related field

Herramientas

Blue Yonder WMS

Azure

M&D Tools

SaaS Tools

Technical Toolsets

WLM Product Knowledge

Descripción del empleo

Resolve high-complexity customer issues on the Blue Yonder WMS system
Own customer solutions for Tier 1/2 customers and engage in early implementation projects
Collaborate with TAMs on support consumption and adoption improvement plans
Achieve high customer satisfaction and positively impact NPS scores
Ensure adherence to SLA/SLO, quality standards, and practices
Champion high-quality service operations and continuous improvement
Implement monitoring and diagnostics practices using applicable M&D tools
Improve solution stability through early detection, resolution, and incident recurrence prevention
Provide out-of-office support and work shifts to facilitate 24x7 customer support
Communicate effectively with customers and Blue Yonder stakeholders
Collaborate with Blue Yonder teams and partners
Demonstrate professionalism, empathy, assertiveness, and respect for cultural differences
Develop knowledge of Blue Yonder WMS product features and functionalities
Support constructive customer conversations about business-process impacts and workarounds
Demonstrate expertise in SaaS technical toolsets, solution architecture, Azure technologies, frameworks, tools, and technologies
Train and mentor team members to improve the team’s techno-functional capability
Own Tier 1/2 solutions, enhance solution stability and service quality, and increase customer consumption and adoption
Demonstrate customer centricity and innovate through teamwork

Requirements

Bachelor’s degree in computer science, Engineering, or related field
5+ years of experience in a technical support role or similar customer-facing role
Strong knowledge of Blue Yonder WMS product, both functional and technical
Strong knowledge of Azure and relevant tools and technologies
Demonstrated experience troubleshooting complex technical issues
Knowledge of KCS methodology
Knowledge of process improvement through lean methodology and automation
Strong verbal and written communication skills
Ability to communicate technical concepts to a non-technical audience
Ability to work collaboratively with customers, team members, and partners
Experience training and mentoring team members
Ability to work under pressure in a fast-paced environment and meet tight deadlines
Willingness and ability to provide out-of-office support and work shifts for 24x7 customer support
WLM (Warehouse Labor Management) product knowledge is nice to have

Core Competencies

Demonstrates expertise in Blue Yonder WMS and Azure technologies, with a strong focus on customer satisfaction and service quality. Capable of troubleshooting complex technical issues and implementing process improvements through lean methodology and automation.

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