Sr Support Engineer 1 - BY TMS/Transportation Management

JDA Software; Monterrey; Presencial; MXN 480.000 - 800.000; Jornada completa

Descripción de la vacante

Blue Yonder in Monterrey via JDA Software is seeking an experienced techno-functional support professional to diagnose and resolve complex SaaS/Cloud issues for Blue Yonder TMS customers. You will lead escalations, perform deep diagnostics, and collaborate with engineering teams to ensure rapid resolution and adherence to SLAs.

The role requires 5–7+ years in enterprise software support, strong SQL/Oracle skills, experience with SaaS observability tools, and bilingual English/Spanish

Formación

• Bachelor’s degree in Computer Science, Information Technology, Industrial/Systems Engineering, or a related STEM field.
• 5–7+ years of experience in enterprise software support or techno-functional consulting.
• Experience with Oracle and/or SQL Server, including query optimization and data troubleshooting.

Responsabilidades

• Own customer cases end-to-end with rapid triage and troubleshooting.
• Perform deep technical diagnostics across product code, design specs, and integration logs.
• Manage and replicate environments to validate fixes in test setups.
• Leverage AppDynamics and Splunk to monitor health and identify recurring issues.
• Collaborate globally and contribute knowledge articles for automation and diagnostics.

Conocimientos

Tech support

SaaS

SQL

Oracle

SQL Server

Splunk

AppDynamics

ServiceNow

REST APIs

EDI

Bilingual English/Spanish

Educación

Bachelor’s degree in Computer Science / IT / Engineering

Herramientas

AppDynamics

Splunk

ServiceNow

Oracle

SQL Server

Zabbix

Azure APIM

Descripción del empleo

Scope & Impact:

Deliver High-Touch Support: Provide premier application and techno-functional support to strategic Blue Yonder TMS customers by diagnosing and resolving complex SaaS/Cloud solution issues. Lead Escalations: Drive rapid resolution and Root Cause Analysis (RCA) of high-severity and escalated incidents in collaboration with internal engineering teams and customer leadership. Deepen Architectural Mastery: Build deep expertise in end-to-end customer solution architectures, custom extensions, SaaS observability tools, and supply chain logistics workflows. Drive Proactive Stability: Own the health of assigned customer environments-identifying recurring trends, improving service quality, reducing Mean Time to Resolution (MTTR), and accelerating customer adoption and satisfaction.

Our Technical Environment:

Core Application: Blue Yonder Transportation Management (TMS) running in enterprise Cloud/SaaS architectures. TMS can be connected to multiple upstream and downstream applications also under scope. Databases (RDBMS): Oracle and Microsoft SQL Server-writing, reviewing, and tuning complex SQL queries, stored procedures, and execution plans. Observability & ITSM: AppDynamics and Splunk for real-time application health monitoring, log analysis, and proactive anomaly detection; ServiceNow (SNOW) for case and incident management. Integrations: REST/SOAP APIs, EDI (X12/EDIFACT/XML), and file transfer protocols supporting carrier collaboration, load tendering, and ERP connectivity.

What You’ll Do:

Own Customer Cases End-to-End: Act as the primary techno-functional Point of Contact (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.

What We Are Looking For:

Experience & Education: 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. Database Proficiency: 3–4+ years of hands‑on experience with Oracle and/or SQL Server, including query optimization, stored procedures, and data troubleshooting. Domain & Platform Knowledge: Prior hands‑on experience with Blue Yonder (JDA) TMS, as well as experience in Supply Chain, Logistics, or Transportation execution systems are a strong bonus. Integration & Observability Skills: Practical understanding of APIs, EDI concepts, and SaaS monitoring/ticketing tools (Splunk, AppDynamics, ServiceNow, Zabbix, Azure APIM). Bilingual Communication: Advanced/fluent verbal and written English and Spanish to communicate seamlessly with global customers and executive stakeholders. Analytical Agility: Strong problem-solving mindset with the ability to rapidly learn new cloud technologies and perform under pressure.

Work Model & Shift Expectations:

This role operates within a 24x7 global support model covering enterprise production environments. Because this role supports mission-critical 24x7 enterprise environments, it operates under a pre-scheduled rotational shift model (which may include daytime, mixed, or night shifts, as well as weekend shift coverage with designated weekly rest days) Participation in pre-scheduled standby/on-call rotations to support high-severity production incidents (P1) is part of the role’s operational scope.

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success - and the success of our customers. Does your heart beat like ours? Find out here:

Core Values

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

A Culture, Not just a Company

Our culture is built on collaboration, respect and having fun whenever possible. This along with ensuring we live our Core Values, enables us to learn, grow, create customer value, and manage the well-being of our collective ecosystem of partners, customers and associates alike. We rise each day with an unwavering commitment to lifelong learning, collaborating with respect, and operating with integrity.

What do we do?

Blue Yonder is the AI company for supply chain. As the world leader in end-to-end digital supply chain transformation, Blue Yonder offers a unified, AI-driven platform and multi-tier network that empowers businesses to operate sustainably, scale profitably, and delight their customers—all at machine speed. A pioneer in applying AI solutions to the most complicated supply chain challenges, Blue Yonder's modern innovations and unmatched industry expertise help more than 3,000 retailers, manufacturers, and logistics service providers confidently navigate supply chain complexity and disruption.

Blue Yonder is a trademark or registered trademark of Blue Yonder Group, Inc. Any trade, product or service name referenced in this document using the name "Blue Yonder" is a trademark and/or property of Blue Yonder Group, Inc. Blue Yonder, Inc. - Administrative Office 15059 N Scottsdale Rd Suite 350 Scottsdale, AZ 85254-2666