Senior WMS Support Engineer--AI & 24/7 On-Call

JDA Software; México; Presencial; MXN 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

JDA Software seeks a Sr Support Engineer 2 to deliver outstanding customer support for the BlueYonder WMS system, resolving complex issues and ensuring high satisfaction. You will manage Tier 1/2 solutions, engage in early project implementation, and monitor SLA/SLO metrics to promote service quality and product stability.

Collaborating with account managers and partners, you will champion Knowledge-Centered Service, drive continuous improvement, implement monitoring tools, and mentor teammates

Formación

• Bachelor’s degree in computer science, engineering, or a related field.
• 8+ years of Technical-Functional experience in BlueYonder WMS in a support, consulting or development role.

Responsabilidades

• 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.
• 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.

Conocimientos

Strong communication skills

Mentoring teammates

Lean methodology

Escalation ownership

Cross-functional collaboration

Educación

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

Herramientas

Azure

Power BI

MOCA language

SQL

AppDynamics

Splunk

Postman

Elastic

Java

API framework

Descripción del empleo

JDA Software seeks a Sr Support Engineer 2 to deliver outstanding customer support for the BlueYonder WMS system, resolving complex issues and ensuring high satisfaction. You will manage Tier 1/2 solutions, engage in early project implementation, and monitor SLA/SLO metrics to promote service quality and product stability.

Collaborating with account managers and partners, you will champion Knowledge-Centered Service, drive continuous improvement, implement monitoring tools, and mentor teammates