Senior WMS Support Engineer — AI & Continuous Improvement

Blue Yonder; San Pedro Garza García; Presencial; MXN 900.000 - 1.200.000; Jornada completa

Descripción de la vacante

BlueYonder in Mexico is seeking an experienced Senior Support Engineer 2 to provide technical and functional support for the WMS platform. You will collaborate with customers, consultants, account managers, and partners to enhance solution stability and service quality.

The role requires leadership in escalation management, mentoring teammates, and applying lean methodologies to improve processes and SLAs, with a strong focus on KCS, AI adoption, and continuous improvement.

Formación

• Bachelor's degree in computer science, engineering, or related field.
• 8+ years of technical-functional experience in BlueYonder WMS in support, consulting or development roles.
• Proficiency in BlueYonder WMS-adjacent components like Integrator, Reporting, Page Builder, and MOCA language.

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 SLA/SLO adherence.
• Collaborate with account and project managers to improve adoption and champion continuous improvement.
• Implement and enhance monitoring and diagnostics tools to improve stability and prevent recurrence.
• Participate in 24x7 support coverage with overseas colleagues, including potential on-call.
• Serve as a senior product expert, managing escalations and mentoring team members.

Conocimientos

Technical-Functional experience

Strong communication

Mentoring teammates

Lean methodology

Escalation ownership

SQL

Azure technologies

Power BI

SaaS monitoring (AppDynamics/Splunk)

Educación

Bachelor’s degree in Computer Science / Engineering

Herramientas

BlueYonder WMS Integrator

BlueYonder WMS Reporting

BlueYonder WMS Page Builder

MOCA language

Azure

Power BI

AppDynamics

Splunk

Descripción del empleo

BlueYonder in Mexico is seeking an experienced Senior Support Engineer 2 to provide technical and functional support for the WMS platform. You will collaborate with customers, consultants, account managers, and partners to enhance solution stability and service quality.

The role requires leadership in escalation management, mentoring teammates, and applying lean methodologies to improve processes and SLAs, with a strong focus on KCS, AI adoption, and continuous improvement.