Senior WMS Support Engineer — 24/7 SLA Champion

Blue Yonder; Monterrey; On-site; MXN 900,000 - 1,300,000; Full time

Job summary

BlueYonder in Monterrey is seeking a Sr Support Engineer 2 to deliver top-tier technical and functional support for the BlueYonder WMS system, collaborating with customers and partners to improve stability and service quality. The role advocates KCS and AI adoption, utilizes lean methods, and requires 8+ years in WMS support/consulting.

Strong SQL, Azure, Power BI and monitoring tool skills are essential, with mentoring responsibilities and occasional on-call.

Qualifications

• 8+ years of Technical-Functional experience in BlueYonder WMS in a support, consulting or development role.
• Proficiency in BlueYonder WMS-adjacent components like Integrator, Reporting, Page Builder, and MOCA language.
• Strong communication skills and ability to mentor team members.
• Experience in lean methodology and automation for process improvement.
• Ability to own escalations, work under pressure, and meet deadlines.
• Intermediate SQL writing skills, or related database query language for Backend Support, Data validation, updates, and scripting.
• Proficiency in Azure technologies, Power BI, and SaaS monitoring tools like AppDynamics or Splunk

Responsibilities

• Deliver outstanding customer support for the BlueYonder WMS system, resolving complex issues to achieve high satisfaction and NPS scores.
• Manage Tier 1/2 customer solutions, engage in early project implementation, and ensure adherence to SLA/SLO metrics, advocating for service quality and product stability.
• Collaborate with account and project managers to improve consumption/adoption and champion continuous improvement.
• Implement and enhance monitoring and diagnostics tools and procedures to improve solution stability and prevent incident recurrence.
• Participate in the company’s 24x7 support coverage in conjunction with overseas colleagues, including potential for out-of-hours coverage on-call.
• Serve as a senior product expert within the support organization, managing escalations, enhancing service quality, and providing mentorship as needed.

Skills

Technical-Functional experience

Mentoring

Lean methodology

Communication skills

SQL

Education

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

Tools

BlueYonder WMS Integrator

BlueYonder WMS Reporting

BlueYonder Page Builder

MOCA language

Azure technologies

Power BI

AppDynamics

Splunk

Postman

Elastic

BlueYonder WLM

Voice

Job description

BlueYonder in Monterrey is seeking a Sr Support Engineer 2 to deliver top-tier technical and functional support for the BlueYonder WMS system, collaborating with customers and partners to improve stability and service quality. The role advocates KCS and AI adoption, utilizes lean methods, and requires 8+ years in WMS support/consulting.

Strong SQL, Azure, Power BI and monitoring tool skills are essential, with mentoring responsibilities and occasional on-call.