Sr Support Engineer 1 - WMS

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

Descripción de la vacante

Blue Yonder is seeking a Sr Support Engineer to join our WMS Tech Team in Monterrey, Mexico. You will diagnose code- and infrastructure-level issues, architect cloud migration solutions, and manage onboarding engagements for our cloud/SaaS WMS platform across diverse global customers.

The role requires deep experience with WMS/Labor management, Azure, and observability tools. You will mentor engineers, lead technical risk discussions, and ensure smooth go-live and steady-state support.

Formación

• 12+ years in enterprise software support/architecture.
• Deep code and infrastructure fluency for cloud migrations.
• Onboarding complex customers to cloud/SaaS platforms.

Responsabilidades

• Owns technical escalation for high-severity customer issues.
• Diagnose issues across application, Azure infra, networking and data layers.
• Lead onboarding for cloud/SaaS WMS platform deployments.
• Maintain monitoring/observability configs (AppDynamics, Splunk).
• Provide technical liaison between Support, Dev and Cloud Ops teams.
• Produce onboarding runbooks and architecture diagrams.
• Mentor mid-level and junior engineers in troubleshooting and cloud concepts.
• Participate in on-call rotation for critical cloud incidents.
• Mentor mid-level and junior engineers in troubleshooting and cloud architecture.

Conocimientos

Java debugging

SQL proficiency

Azure cloud

API concepts REST/SOAP

Docker/Kubernetes

WMS domain knowledge

Onboarding

Observability

Communication

Herramientas

AppDynamics

Splunk

Jira

Github

Github

Descripción del empleo

Sr. Support Engineer 1 - Warehouse Management Systems (WMS)

Other comparable titles: SR Technical Consultant

Location: Monterrey Mexico

Overview

Blue Yonder is currently seeking a Sr Support Engineer to join our Warehouse Management Systems (WMS) Tech Team. Our WMS Operate (Tech) Team is responsible for working with our global customer base to support the WMS Solution during onboarding, go-live, and steady state phases of their implementation. For our SaaS customers, we handle all aspects of solution support, including proactive monitoring, application, as well as infrastructure support: End-to-End. The team currently comprises global associates across Americas (NA/LATAM), EMEA, APAC, and India, while supporting 140+ global customers and over 1000+ sites.

Scope of Position

Blue Yonder is seeking a talented candidate with 12+ years of experience in enterprise software support/architecture, deep technical fluency across application code, databases, and cloud infrastructure, and a track record of leading complex customer onboarding engagements. This is a technical role: you will be expected to diagnose issues at the code and infrastructure level, architect solutions for cloud migrations, and manage the project cadence of onboarding a customer onto our cloud platform

Our current technical environment

Software: Java DBMS: SQL, Oracle OS/Environments: Windows Server, Linux, Microsoft Azure Cloud/SaaS technical toolsets: AppDynamics, Splunk Ticketing/Colaboration: Service Now, Jira Code Repositories: Github

What you’ll do

• Technical Ownership Serve as the senior technical escalation point for complex, high-severity customer issues - performing code-level review, database query analysis, distributed tracing, and debug sessions across application and infrastructure layers
• Diagnose and resolve issues spanning the full cloud stack: application behavior, Azure infrastructure, networking, and data layer
• Act as the technical liaison between Support, Development, and Cloud Operations teams on root-cause investigations and architectural fixes
• Own and maintain monitoring/observability configurations (AppDynamics, Splunk) to proactively surface issues before they impact customers
• Cloud Customer Onboarding Lead the technical execution of onboarding customers migrating to or newly implementing our cloud/SaaS WMS platform - environment provisioning, data migration, integration validation, and cutover activities
• Work closely with the assigned Project Manager to flag technical risks, dependencies, and blockers as they arise, providing accurate status on technical workstreams
• Partner with customers directly during go-live to validate infrastructure readiness, performance baselines, and rollback contingencies
• Produce onboarding documentation, runbooks, and architecture diagrams tailored to each customer's cloud environment
• Technical Leadership & Knowledge Sharing Mentor mid-level and junior support engineers on technical troubleshooting methodology and cloud architecture concepts
• Take ownership of the most complex escalated incidents on behalf of the broader support team
• Champion Knowledge Centered Support (KCS) - author high-quality, technically rigorous knowledge articles for self-service resolution
• Participate in an on-call rotation for critical cloud infrastructure incidents

What we are looking for

Technical Experience (Required)

• Deep experience with Warehouse Management and/or Labor Management systems, including underlying data models and integration points
• Proven experience supporting cloud-hosted/SaaS environments, specifically Microsoft Azure - infrastructure troubleshooting, scaling, and performance tuning
• Working knowledge of API concepts and design (REST/SOAP) - able to read API specs, troubleshoot API calls, and diagnose integration failures
• Notions of cloud-native application architecture and containerization (Docker, Kubernetes) - understanding how containerized services are deployed, scaled, and troubleshot in a cloud environment
• Knowledge of system integration patterns and protocols, including file-based transfers, AS2, SFTP, API-based integrations, and message streaming platforms (Kafka)
• Strong hands-on skills in Java application analisys and debugging
• Advanced SQL skills (Oracle and/or SQL Server) - writing, optimizing, and troubleshooting complex queries against production data
• Proficiency navigating and administering both Windows Server and Linux environments
• Experience contributing to customer onboarding/implementation projects from a technical execution standpoint
• Familiarity with observability/APM tooling (AppDynamics, Splunk) for proactive issue detection
• Working knowledge of software release management and deployment processes in a SaaS context

Project Management Capability & Soft Skills

• Working knowledge of project management fundamentals (workstream tracking, dependency mapping, status reporting) to effectively coordinate with Project Managers during onboarding engagements
• Excellent written and verbal communication skills - able to translate deep technical detail into business impact for customer stakeholders and PMs alike
• Resourceful, independent problem-solver comfortable operating with ambiguity and minimal guidance
• Strong mentoring instincts and comfort operating as a technical authority within a team
• Soft Skills: Ability to be resourceful and resolve complex problems with little to no guidance
• Demonstrates excellent communication skills, both written and verbal
• Team player and works well in a highly active atmosphere

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