Senior Techno-Functional Support Engineer (24x7 Global)

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

Job summary

Blue Yonder in Monterrey, Mexico, is seeking a senior techno-functional support engineer to own complex SaaS/TMS incidents and drive rapid resolution.

You will diagnose, replicate, and communicate with global teams, contribute to knowledge, and help improve MTTR and customer satisfaction. This role requires 5–7+ years in enterprise software support, bilingual English/Spanish, and deep observability experience.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Industrial/Systems Engineering, or a related STEM field, with 5–7+ years of experience in enterprise software support or techno-functional consulting.
• 3–4+ years of hands-on experience with Oracle and/or SQL Server, including query optimization, stored procedures, and data troubleshooting.
• Prior hands-on experience with Blue Yonder (JDA) TMS, as well as experience in Supply Chain, Logistics, or Transportation execution systems is a strong bonus.
• Practical understanding of APIs, EDI concepts, and SaaS monitoring/ticketing tools (Splunk, AppDynamics, ServiceNow, Zabbix, Azure APIM).

Responsibilities

• Own Customer Cases End-to-End: Act as the primary techno-functional POC for global customer cases, ensuring swift triage, rigorous troubleshooting, and adherence to strict SLA and MTTR targets.
• Perform Deep Technical Diagnostics: Analyze product source code, design specifications, database performance, and integration logs to isolate defects and configuration bottlenecks.
• Manage & Replicate Environments: Maintain deep awareness of customer-specific customizations and replicate complex scenarios in test environments to validate fixes.
• Proactive Trend Analysis: Leverage AppDynamics and Splunk to monitor system health, identify recurring patterns, and eliminate high-impact incidents before they disrupt operations.
• Champion Knowledge & Automation: Author Knowledge-Centered Service (KCS) articles for repeatable issues and identify opportunities to automate routine diagnostics and operational tasks.
• Collaborate Globally: Communicate with urgency, clarity, and empathy across global teams and customer stakeholders from initial report through final case closure.

Skills

Bilingual English/Spanish

Analytical mindset

Education

Bachelor’s degree in Computer Science/related STEM

Tools

Oracle/SQL Server

AppDynamics

Splunk

ServiceNow

Zabbix

Azure APIM

Job description

Blue Yonder in Monterrey, Mexico, is seeking a senior techno-functional support engineer to own complex SaaS/TMS incidents and drive rapid resolution.

You will diagnose, replicate, and communicate with global teams, contribute to knowledge, and help improve MTTR and customer satisfaction. This role requires 5–7+ years in enterprise software support, bilingual English/Spanish, and deep observability experience.