WMS Support Engineer I | Customer-Focused Troubleshooter

JDA Software; Monterrey; Presencial; MXN 260.000 - 340.000; Jornada completa

Descripción de la vacante

Blue Yonder is seeking a Support Engineer I to provide frontline technical assistance for the Blue Yonder WMS, resolving issues and ensuring customer satisfaction.

You will manage cases, perform troubleshooting, and collaborate across regions to sustain 24x7 coverage and SLA adherence, while contributing to knowledge sharing and continuous improvement. A Bachelor’s degree in CS or related field and hands-on SQL/monitoring experience are preferred.

Formación

• Bachelor’s degree in computer science, engineering, or a related field.
• 1+ year of customer support or troubleshooting experience.
• WMS domain experience preferred – 1+ year working with a Warehouse Management System.
• Familiarity with Blue Yonder WMS is a plus.
• 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.

Responsabilidades

• Deliver outstanding customer support for the Blue Yonder 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.

Conocimientos

SQL writing

Java

API knowledge

SaaS monitoring tools

Customer-facing communication

Code reading

Educación

Bachelor's degree in computer science or related field

Herramientas

AppDynamics

Splunk

MySQL

PostgreSQL

Descripción del empleo

Blue Yonder is seeking a Support Engineer I to provide frontline technical assistance for the Blue Yonder WMS, resolving issues and ensuring customer satisfaction.

You will manage cases, perform troubleshooting, and collaborate across regions to sustain 24x7 coverage and SLA adherence, while contributing to knowledge sharing and continuous improvement. A Bachelor’s degree in CS or related field and hands-on SQL/monitoring experience are preferred.