Support Engineer 2

Blue Yonder; Monterrey; On-site; MXN 600,000 - 900,000; Full time

Job summary

Blue Yonder is seeking a Support Engineer II to join a newly formed team focused on rapid deployment and onboarding for WMS solutions in a SaaS environment. You will act as a liaison across Support Services, PMG, and Consulting Services, help with go-live periods, and contribute to knowledge base improvements.

You will work on cross-functional initiatives to monitor SaaS deployments, resolving complex issues, mentoring peers, and applying industry best practices to ensure high-quality customer

Qualifications

• Strong analytical/problem solving, ability to propose alternatives and root cause analysis
• Effective oral and written communications, able to work with internal and external stakeholders
• Familiarity with retail domain and order management systems
• Experience with scripting tools like JMeter and Selenium
• Experience with Azure and GCP cloud services around deployments and monitoring
• Experience with tuning, extracting data from Cassandra and MongoDB
• Use of Kafka

Responsibilities

• Acts as a liaison between Support Services, PMG, Consulting Services across products.
• Available on call (on shift basis) for emergencies / critical site down issues.
• Adheres to internal Support Services policies and procedures.
• Ensures quality content in the knowledge base.
• Develops knowledge articles and works on operational improvements.
• Escalates issues with potential financial or relationship impact.
• Mentors team associates in product knowledge and triage techniques.
• Performs customer performance reviews and Health Checks.
• Provides advice to customers and product/implementation teams on best practices.
• Provides functional/technical support during implementation and go-live periods.
• Understands product features and functionality to be provided.
• Works cross-functionally to support design, development and testing.
• Collaborates with analysts to progress and resolve complex issues and manage caseload.
• Monitors and improves solution stability for SaaS customers; prevents incidents.

Skills

Analytical thinking

Communication

Retail domain knowledge

Problem solving

Tools

JMeter

Selenium

Azure

GCP

Cassandra

MongoDB

Kafka

Job description

Job Profile - Support Engineer II

Overview

This role is a newly formed team within the Supply Chain execution and will be a pioneer in providing value-added rapid deployment and onboarding projects for our WMS (3PL and Retail Shipper) expedited growth customer base.

What you´ll do:

• Acts as a liaison between Support Services, PMG, Consulting Services across products.
• Available on call (on shift basis) for extreme emergencies / critical site down issues.
• Demonstrates and adheres to best practices of all internal Support Services polices and procedures.
• Ensures quantity and quality content in the knowledge base.
• Add value by developing knowledge article as well as working on operational improvements
• Escalates issues that may have a negative financial or relationship impact.
• Mentors team associates in product knowledge and triage techniques.
• Performs customer performance reviews and Health Checks.
• Provides advice to customers and product / implementation teams regarding industry best practices and process methodology.
• Provides functional and/or technical support during a customers product implementation and “go-live” periods.
• Understands the business features and functionality to be provided by the product.
• Works in a cross-functional capacity to support quality design, development and testing.
• Works with other analysts to progress and resolve sensitive and complex issues, in addition to maintaining their assigned caseload.
• Monitors and actions Blue Yonder solutions for SaaS customers, Continuously improving solution stability by early detection and resolution, as well as outflow and recurrence prevention of incidents

What we’re looking for:

• Strong analytical/problem solving skills, ability to provide alternatives, root cause analysis, testing skills and ability to make thoughtful proposals
• Must have effective oral and written communications skills and the ability to work successfully with internal and external stakeholders
• Familiarity with retail domain and order management systems is a must
• Experience with scripting tools like JMeter and selenium
• Experience with Azure and GCP cloud services around deployments and monitoring
• Experience with tuning, extracting data from Cassandra and/ Mongo DB
• Use of Kafka

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.