Support Engineer 1

JDA Software; Monterrey; Presencial; MXN 260.000 - 340.000; Jornada completa

Descripción de la vacante

Blue Yonder is seeking a Support Engineer I to provide frontline technical assistance for the Blue Yonder WMS, resolving issues and ensuring customer satisfaction.

You will manage cases, perform troubleshooting, and collaborate across regions to sustain 24x7 coverage and SLA adherence, while contributing to knowledge sharing and continuous improvement. A Bachelor’s degree in CS or related field and hands-on SQL/monitoring experience are preferred.

Formación

• Bachelor’s degree in computer science, engineering, or a related field.
• 1+ year of customer support or troubleshooting experience.
• WMS domain experience preferred – 1+ year working with a Warehouse Management System.
• Familiarity with Blue Yonder WMS 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.

Responsabilidades

• Deliver outstanding customer support for the Blue Yonder 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.

Conocimientos

SQL writing

Java

API knowledge

SaaS monitoring tools

Customer-facing communication

Code reading

Educación

Bachelor's degree in computer science or related field

Herramientas

AppDynamics

Splunk

MySQL

PostgreSQL

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.

Role Summary 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.

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