WMS Support Engineer I — Customer-Facing Troubleshooter

Blue Yonder; Monterrey; On-site; MXN 180,000 - 360,000; Full time

Job summary

Blue Yonder is seeking a Support Engineer I to assist customers with BlueYonder WMS issues, troubleshoot problems, and document findings. You will triage cases, escalate when needed, and contribute to knowledge sharing to improve service quality.

You will work with internal teams to resolve incidents, monitor system health, and help ensure strong customer satisfaction through timely communication and effective issue resolution.

Qualifications

• Bachelor’s degree in computer science, engineering, or related field.
• 1+ year customer support or troubleshooting experience.
• 1+ year WMS domain experience preferred; familiarity with Blue Yonder WMS is a plus.
• Strong verbal and written communication with customer-facing experience.
• Basic SQL writing skills (SQL, MySQL, PostgreSQL, etc.).
• API framework knowledge is a plus.
• Proficiency in SaaS monitoring tools like AppDynamics or Splunk is a plus.
• WLM product knowledge is a plus.

Responsibilities

• Deliver outstanding customer support for the BlueYonder WMS system.
• Manage customer solutions and ensure adherence to SLA/SLO metrics.
• Collaborate with account and project teams to support customer adoption and continuous improvement initiatives.
• Implement monitoring and diagnostics using M&D tools to enhance solution stability.
• Participate in the company’s global support model, providing 24x7 coverage across regions, including occasional out-of-hours shifts.

Skills

Customer support

Troubleshooting

SQL writing

Communication

Java

Pressure handling

Education

Bachelor’s degree in computer science, engineering, or related field

Tools

AppDynamics

Splunk

SQL databases

Job description

Blue Yonder is seeking a Support Engineer I to assist customers with BlueYonder WMS issues, troubleshoot problems, and document findings. You will triage cases, escalate when needed, and contribute to knowledge sharing to improve service quality.

You will work with internal teams to resolve incidents, monitor system health, and help ensure strong customer satisfaction through timely communication and effective issue resolution.