WMS Support Engineer I - Customer-Focused Troubleshooter

jda; Monterrey; On-site; MXN 180,000 - 240,000; Full time

Job summary

Blue Yonder is seeking a Support Engineer I to provide customer-facing technical support for the WMS, troubleshoot issues, document findings, and escalate when needed. You will manage cases, perform triage, and collaborate with internal teams to maintain customer satisfaction.

The role requires a Bachelor's in CS or a related field and 1+ year in customer support or technical troubleshooting, with knowledge of SQL and Java; occasional out-of-hours shifts and global team collaboration are

Qualifications

• Bachelor’s degree in computer science, engineering, or a related field.
• Customer Support / Technical Troubleshooting Experience Required – 1+ year.
• WMS domain experience preferred – 1+ year with Warehouse Management System.
• Strong verbal and written communication skills with customer-facing experience.
• Ability to work under pressure and meet deadlines.
• Basic SQL writing skills (SQL, MySQL, PostgreSQL, etc.).
• API framework knowledge is a plus.
• WLM product knowledge is a plus.
• Proficiency in Java and code reading skills is a plus.
• Proficiency in SaaS monitoring tools like AppDynamics or Splunk is a plus.

Responsibilities

• Deliver outstanding customer support for the BlueYonder WMS system, helping resolve issues and contribute to a positive customer experience.
• Manage customer solutions and ensure adherence to SLA/SLO metrics, advocating for service quality and product stability.
• 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 and prevent incident recurrence.
• Participate in the company’s global support model, collaborating with teams across different regions to help provide 24x7 coverage, including occasional out-of-hours support shifts.

Skills

Customer-facing experience

SQL basics

Java proficiency

Education

Bachelor’s degree in computer science or related field

Tools

AppDynamics

Splunk

Job description

Blue Yonder is seeking a Support Engineer I to provide customer-facing technical support for the WMS, troubleshoot issues, document findings, and escalate when needed. You will manage cases, perform triage, and collaborate with internal teams to maintain customer satisfaction.

The role requires a Bachelor's in CS or a related field and 1+ year in customer support or technical troubleshooting, with knowledge of SQL and Java; occasional out-of-hours shifts and global team collaboration are