Support Engineer 2

Blue Yonder; Monterrey; Presencial; MXN 240.000 - 420.000; Jornada completa

Descripción de la vacante

Blue Yonder is seeking a mid-level Technical Support Engineer in Monterrey to resolve medium-to-high complexity incidents and requests. You will triage problems, diagnose issues, and contribute to runbooks and knowledge base articles while implementing monitoring and automation.

The role emphasizes strong troubleshooting, SQL/database experience, scripting for automation, and effective communication with customers.

Formación

• 3+ years of experience in technical support, site reliability, operations, or a related role.
• Strong troubleshooting skills across Linux/Unix and/or Windows environments.
• Practical experience with SQL and common databases (e.g., MySQL, PostgreSQL, Oracle).
• Scripting experience (Python, Bash, PowerShell or similar) to automate tasks and build diagnostic tools
• Familiarity with monitoring and logging tools (e.g., Prometheus, Grafana, ELK/EFK, Splunk, Nagios)
• Experience with ticketing and incident management tools (e.g., ServiceNow, Jira)
• Solid understanding of networking fundamentals (TCP/IP, DNS, load balancers, firewalls)
• Excellent written and verbal communication skills; experience interacting directly with customers

Responsabilidades

• Respond to and resolve medium-to-high complexity incidents and service requests, triage and diagnose technical problems.
• Create and maintain runbooks and knowledge-base articles.
• Implement monitoring and automation to improve reliability.
• Own incidents through to resolution and drive reliability improvements.
• Collaborate with customers and internal teams to diagnose issues and provide timely updates.
• Proactively improve runbooks and documentation to prevent recurrences

Conocimientos

Troubleshooting

Communication

Customer interaction

Scripting

SQL

Linux/Unix

Monitoring tools

Incident management

Networking

Herramientas

Prometheus

Grafana

ELK/EFK

Splunk

Nagios

ServiceNow

Jira

MySQL

PostgreSQL

Oracle

Descripción del empleo

Role Overview

Mid-level technical support engineer responsible for resolving customer and operational issues, owning incidents through to resolution, improving runbooks and knowledge base, and driving reliability improvements and automation.

What You Will Do

Respond to and resolve medium-to-high complexity incidents and service requests, triage and diagnose technical problems, create and maintain runbooks and knowledge-base articles, and implement monitoring and automation.

Why It Might Be a Fit

Must have strong troubleshooting skills, practical experience with SQL and databases, scripting experience, and familiarity with monitoring and logging tools. Excellent communication skills and experience interacting directly with customers.

Requirements

• 3+ years of experience in technical support, site reliability, operations, or a related role
• Strong troubleshooting skills across Linux/Unix and/or Windows environments
• Practical experience with SQL and common databases (e.g., MySQL, PostgreSQL, Oracle)
• Scripting experience (Python, Bash, PowerShell or similar) to automate tasks and build diagnostic tools
• Familiarity with monitoring and logging tools (e.g., Prometheus, Grafana, ELK/EFK, Splunk, Nagios)
• Experience with ticketing and incident management tools (e.g., ServiceNow, Jira)
• Solid understanding of networking fundamentals (TCP/IP, DNS, load balancers, firewalls)
• Excellent written and verbal communication skills; experience interacting directly with customers