Support Engineer 2

Blue Yonder; Xico; On-site; MXN 240,000 - 360,000; Full time

Job summary

Blue Yonder is seeking a mid-level technical support engineer to own incidents from detection to resolution, collaborating with engineering and product teams to improve reliability. You will drive runbooks, automation, and post-incident reviews while supporting deployments and on-call rotations.

You will troubleshoot across Linux/Unix and Windows, work with databases, scripting to automate tasks, and communicate clearly with customers and stakeholders throughout incidents and planned work.

Qualifications

• 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.

Responsibilities

• Respond to and resolve medium-to-high complexity incidents and service requests within defined SLAs; escale appropriately.
• Triage, reproduce, and diagnose technical problems across applications, middleware, OS, networking, and databases.
• Own incident lifecycle: incident detection, communication, mitigation, RCA, and preventing recurrence.
• Create, update, and maintain runbooks, playbooks and knowledge-base articles to improve operational efficiency.
• Implement and contribute to monitoring, alerting, and automation to reduce manual toil.
• Support deployments, configuration changes and production rollouts; collaborate with DevOps and engineering during releases and post-release investigations.
• Provide timely, clear communications to customers and stakeholders during incidents and planned work.
• Mentor junior support engineers (L1 / Support Engineer I); lead small troubleshooting workshops and knowledge-sharing sessions.
• Track operational metrics and contribute to continuous improvement initiatives.
• Participate in on-call rotation and after-hours support as required.

Skills

Troubleshooting across Linux/Unix and/

SQL

Scripting (Python, Bash, PowerShell)

Monitoring & logging tools

Incident management

Networking fundamentals

Customer communication

On-call support

Tools

Prometheus

Grafana

ELK/EFK

Splunk

Nagios

ServiceNow

Jira

Job description

Overview / summary

• 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. Acts as an escalation point for L1 support, collaborates with engineering and product teams, and participates in on-call rotations.

Key responsibilities

• Respond to and resolve medium-to-high complexity incidents and service requests within defined SLAs; escale appropriately.
• Triage, reproduce, and diagnose technical problems across applications, middleware, OS, networking, and databases.
• Own incident lifecycle: incident detection, communication, mitigation, RCA, and preventing recurrence.
• Create, update, and maintain runbooks, playbooks and knowledge-base articles to improve operational efficiency.
• Implement and contribute to monitoring, alerting, and automation to reduce manual toil.
• Support deployments, configuration changes and production rollouts; collaborate with DevOps and engineering during releases and post-release investigations.
• Provide timely, clear communications to customers and stakeholders during incidents and planned work.
• Mentor junior support engineers (L1 / Support Engineer I); lead small troubleshooting workshops and knowledge-sharing sessions.
• Track operational metrics and contribute to continuous improvement initiatives.
• Participate in on-call rotation and after-hours support as required.

Required qualifications & experience

• 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.

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.