Support Engineer 1

Blue Yonder; Monterrey; Presencial; MXN 180.000 - 360.000; Jornada completa

Descripción de la vacante

Blue Yonder is seeking a Support Engineer I to assist customers with BlueYonder WMS issues, troubleshoot problems, and document findings. You will triage cases, escalate when needed, and contribute to knowledge sharing to improve service quality.

You will work with internal teams to resolve incidents, monitor system health, and help ensure strong customer satisfaction through timely communication and effective issue resolution.

Formación

• Bachelor’s degree in computer science, engineering, or related field.
• 1+ year customer support or troubleshooting experience.
• 1+ year WMS domain experience preferred; familiarity with Blue Yonder WMS is a plus.
• Strong verbal and written communication with customer-facing experience.
• Basic SQL writing skills (SQL, MySQL, PostgreSQL, etc.).
• API framework knowledge is a plus.
• Proficiency in SaaS monitoring tools like AppDynamics or Splunk is a plus.
• WLM product knowledge is a plus.

Responsabilidades

• Deliver outstanding customer support for the BlueYonder WMS system.
• Manage customer solutions and ensure adherence to SLA/SLO metrics.
• Collaborate with account and project teams to support customer adoption and continuous improvement initiatives.
• Implement monitoring and diagnostics using M&D tools to enhance solution stability.
• Participate in the company’s global support model, providing 24x7 coverage across regions, including occasional out-of-hours shifts.

Conocimientos

Customer support

Troubleshooting

SQL writing

Communication

Java

Pressure handling

Educación

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

Herramientas

AppDynamics

Splunk

SQL databases

Descripción del empleo

The Support Engineer I is a customer-facing technical support role focused on assisting customers with issues related to the Warehouse Management System (WMS). This role is responsible for troubleshooting reported problems, resolving routine cases, documenting findings, and escalating more complex issues when needed. The position plays a key role in maintaining customer satisfaction through timely communication and effective issue resolution. Key responsibilities include case management, issue triage, troubleshooting system and operational issues, following support processes and runbooks, collaborating with internal teams, and contributing to knowledge sharing and continuous improvement efforts.

Responsibilities:

• Deliver outstanding customer support for the BlueYonder WMS system, helping resolve issues and contribute to a positive customer experience.
• Manage customer solutions and ensure adherence to SLA/SLO metrics, advocating for service quality and product stability.
• Collaborate with account and project teams to support customer adoption and continuous improvement initiatives.
• Implement monitoring and diagnostics using M&D tools to enhance solution stability and prevent incident recurrence.
• Participate in the company’s global support model, collaborating with teams across different regions to help provide 24x7 coverage, including occasional out-of-hours support shifts..

Communication & Collaboration:

• Communicate effectively with customers and stakeholders, demonstrating professionalism and empathy.
• Collaborate with internal Blue Yonder teams, balancing soft and hard skills.

Competency Skillset Demonstration:

• Basic knowledge of industry-standard SaaS tools..
• Contribute to support activities for the Blue Yonder WMS product in functional and technical areas.
• Understand supply chain industry domain, warehouse business processes, and SaaS KPIs.

Qualifications:

• Bachelor’s degree in computer science, engineering, or a related field.
• Customer Support / Technical Troubleshooting Experience Required – 1+ year supporting customers or troubleshooting technical issues.
• WMS domain experience preferred – 1+ year of experience working with or supporting a Warehouse Management System (WMS). Familiarity with the Blue Yonder WMS solution is a plus.
• Strong verbal and written communication skills with customer-facing experience
• Ability to work under pressure and meet deadlines.
• Basic SQL writing skills (SQL,MySQL, PostgreSQL, etc.).
• API framework knowledge is a plus.
• WLM product knowledge is a plus.Proficiency in Java and code reading skills is a plus.
• Proficiency in SaaS monitoring tools like AppDynamics or Splunk 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.