Support Engineer 2

JDA Software; Monterrey; On-site; MXN 480,000 - 720,000; Full time

Job summary

Blue Yonder, a leader in digital supply chain, is seeking a Support Engineer II to join a newly formed team focused on rapid deployment and onboarding for our WMS customers. You will liaise with Support Services, PMG, and Consulting, providing on-call support and contributing to knowledge base improvements while mentoring others.

The role emphasizes collaboration across products and services, delivering high-quality support during go-live periods and ongoing operational enhancements in a SaaS

Qualifications

• Analytical/problem solving skills with root-cause analysis.
• Excellent oral and written communication with stakeholders.
• Familiarity with retail domain and order management systems.
• Experience with scripting tools such as JMeter and Selenium.
• Experience with Azure and GCP cloud services for deployments and monitoring.
• Experience with tuning and extracting data from Cassandra and MongoDB.
• Experience with Kafka.

Responsibilities

• Act as liaison between Support Services, PMG, and Consulting across products.
• On-call support for emergencies / critical site down issues.
• Adhere to internal Support Services policies and improve knowledge base content.
• Develop knowledge articles and drive operational improvements.
• Escalate issues with potential negative financial or relationship impact.
• Mentor team associates in product knowledge and triage techniques.
• Perform customer performance reviews and health checks.
• Provide guidance on industry best practices during implementations and go-lives.
• Support product implementation and go-live periods.
• Understand business features and functionality of the product.
• 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 improve stability.

Skills

Analytical problem solving

Effective communication

Retail domain familiarity

Cross-functional collaboration

Problem solving under pressure

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:

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.

Who are we?

We are a proven, passionate bunch of disruptors. Our work is all about tapping into your potential so we can deliver the best solutions and customer experiences on the planet. Collaboration, respect, and a great work-life balance earned us the title of \"Best Place to Work- Employees' Choice\" by Glassdoor. Our people are smart, creative, rock stars with over 400 patents and 10,000 people years of domain expertise.

What do we do?

Blue Yonder is the world leader in digital supply chain and omni-channel commerce fulfillment. Our intelligent, end-to-end platform enables retailers, manufacturers and logistics providers to seamlessly predict, pivot and fulfill customer demand. With Blue Yonder, you can make more automated, profitable business decisions that deliver greater growth and re-imagined customer experiences. Blue Yonder - Fulfill your Potential. ™ blueyonder.com \"Blue Yonder\" is a trademark or registered trademark of Blue Yonder, 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, Inc. Blue Yonder, Inc. 15059 N Scottsdale Rd, Ste 400 Scottsdale, AZ 85254