Sr Support Engineer 2

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

Title: Sr Support Engineer 2

Scope: The Senior Support Engineer is a customer-centric role dedicated to providing technical and functional support to ensure high customer satisfaction through exceptional service delivery. This role involves collaboration with customers, consultants, account managers, and partners to enhance solution stability and service quality. The engineer will advocate for Knowledge-Centered Service (KCS) and AI adoption while promoting supply chain best practices using continuous improvement and lean methodologies.

Role Summary 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.

Communication & Collaboration:

Communicate effectively with customers and stakeholders, demonstrating professionalism and empathy. Collaborate with internal Blue Yonder teams, acting as a product SME and escalation gatekeeper, balancing soft and hard skills.

Competency Skillset Demonstration:

Exhibit technical expertise in industry-standard SaaS tools. Serve as a senior solution expert for BlueYonder WMS product in both functional and technical areas. Understand the supply chain industry domain, warehouse business processes, and SaaS KPIs. Develop skills in solution architecture, Azure technologies, and related frameworks.

Qualifications:

• 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.
• Required 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.
• API framework knowledge is a plus.
• Proficiency in Java and code reading skills is a plus.
• Proficiency in Postman & Elastic is a plus.
• Proficiency in Blue Yonder WLM and Voice is a plus.

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.

Who are we?

We are a proven, passionate bunch of disruptors. Our work is all about tapping into your potential so we can deliver the best solutions and customer experiences on the planet. Collaboration, respect, and a great work-life balance earned us the title of "Best Place to Work- Employees' Choice" by Glassdoor. Our people are smart, creative, rock stars with over 400 patents and 10,000 people years of domain expertise.

What do we do?

Blue Yonder is the world leader in digital supply chain and omni-channel commerce fulfillment. Our intelligent, end-to-end platform enables retailers, manufacturers and logistics providers to seamlessly predict, pivot and fulfill customer demand. With Blue Yonder, you can make more automated, profitable business decisions that deliver greater growth and re-imagined customer experiences.

Blue Yonder - Fulfill your Potential. blueyonder.com "Blue Yonder" is a trademark or registered trademark of Blue Yonder, 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, Inc. Blue Yonder, Inc. 15059 N Scottsdale Rd, Ste 400 Scottsdale, AZ 85254