Senior Support Engineer II - SaaS & Go-Live

Blue Yonder; Monterrey; On-site; MXN 600,000 - 900,000; Full time

Job summary

Blue Yonder is seeking a Support Engineer II to join a newly formed team focused on rapid deployment and onboarding for WMS solutions in a SaaS environment. You will act as a liaison across Support Services, PMG, and Consulting Services, help with go-live periods, and contribute to knowledge base improvements.

You will work on cross-functional initiatives to monitor SaaS deployments, resolving complex issues, mentoring peers, and applying industry best practices to ensure high-quality customer

Qualifications

• Strong analytical/problem solving, ability to propose alternatives and root cause analysis
• Effective oral and written communications, able to work with internal and external stakeholders
• Familiarity with retail domain and order management systems
• Experience with scripting tools like JMeter and Selenium
• Experience with Azure and GCP cloud services around deployments and monitoring
• Experience with tuning, extracting data from Cassandra and MongoDB
• Use of Kafka

Responsibilities

• Acts as a liaison between Support Services, PMG, Consulting Services across products.
• Available on call (on shift basis) for emergencies / critical site down issues.
• Adheres to internal Support Services policies and procedures.
• Ensures quality content in the knowledge base.
• Develops knowledge articles and works on operational improvements.
• Escalates issues with potential financial or relationship impact.
• Mentors team associates in product knowledge and triage techniques.
• Performs customer performance reviews and Health Checks.
• Provides advice to customers and product/implementation teams on best practices.
• Provides functional/technical support during implementation and go-live periods.
• Understands product features and functionality to be provided.
• Works cross-functionally to support design, development and testing.
• Collaborates with analysts to progress and resolve complex issues and manage caseload.
• Monitors and improves solution stability for SaaS customers; prevents incidents.

Skills

Analytical thinking

Communication

Retail domain knowledge

Problem solving

Tools

JMeter

Selenium

Azure

GCP

Cassandra

MongoDB

Kafka

Job description

Blue Yonder is seeking a Support Engineer II to join a newly formed team focused on rapid deployment and onboarding for WMS solutions in a SaaS environment. You will act as a liaison across Support Services, PMG, and Consulting Services, help with go-live periods, and contribute to knowledge base improvements.

You will work on cross-functional initiatives to monitor SaaS deployments, resolving complex issues, mentoring peers, and applying industry best practices to ensure high-quality customer