Support Engineer 2

Blue Yonder; Monterrey; On-site; MXN 600,000 - 800,000; Full time

Job summary

Blue Yonder in Monterrey, Mexico is seeking a Support Engineer II to join a newly formed team focused on rapid deployment and onboarding for WMS solutions in a growing 3PL and Retail Shipper customer base. You will liaison across services, provide on-call support, and help improve knowledge resources as well as operational processes.

You will mentor peers, conduct health checks, and advise on industry best practices during product implementations and go-live periods.

Qualifications

• Strong analytical/problem solving abilities with root-cause analysis.
• Effective oral and written communication 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 for deployments and monitoring.
• Experience tuning/extracting data from Cassandra and MongoDB; Kafka usage.

Responsibilities

• Acts as liaison between Support Services, PMG, and Consulting Services across products.
• On-call availability for emergencies and critical site down issues.
• Maintain and improve knowledge base quality and content.
• Develop knowledge articles and drive operational improvements.
• Escalate issues with potential financial or relationship impact.
• Mentor team members in product knowledge and triage techniques.
• Perform customer performance reviews and health checks.
• Offer guidance to customers and implementation teams on best practices.
• Provide functional/technical support during product deployments and go-live periods.
• Understand product features and capabilities to be delivered.
• Collaborate cross-functionally to support design, development and testing.
• Work with analysts to resolve complex issues and manage caseloads.
• Monitor Blue Yonder SaaS solutions for customers and drive proactive stability.

Skills

Analytical thinking

Communication skills

Retail domain knowledge

Scripting tools

Tools

JMeter

Selenium

Azure

GCP

Kafka

Cassandra

MongoDB

Job description

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.

Job Profile - Support Engineer II

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.