Support Engineer II: Incident Resolution & Automation

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

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.