Support Engineer 2

JDA Software; Mexico; On-site; PHP 5,474,000 - 7,299,000; Full time

Job summary

Blue Yonder is seeking a mid-level Technical Support Engineer to own incidents from detection to resolution and drive reliability improvements. You will collaborate with engineering, product, and DevOps teams to reduce toil and automate common tasks.

In this role you will respond to medium-to-high complexity issues, triage across Linux/Unix and Windows, work with SQL databases, and contribute to runbooks and knowledge bases.

Qualifications

• 3+ years in technical support, site reliability, or operations.
• Strong troubleshooting across Linux/Unix and Windows.
• Experience with SQL and common DBs (MySQL, PostgreSQL, Oracle).
• Scripting to automate tasks (Python, Bash, PowerShell).
• Familiarity with monitoring and logging tools.
• Experience with ticketing and incident management tools.
• Solid networking fundamentals.
• Excellent written and verbal communication with customers.

Responsibilities

• Respond to and resolve medium-to-high complexity incidents and service requests within SLAs.
• Triage, reproduce, and diagnose problems across applications, middleware, OS, networking, and databases.
• Own incident lifecycle: detection, communication, mitigation, RCA, recurrence prevention.
• Create, update, and maintain runbooks, playbooks and knowledge-base articles.
• Implement monitoring, alerting, and automation to reduce manual toil.
• Support deployments and production rollouts; collaborate during releases and investigations.
• Provide timely communications to customers and stakeholders during incidents.
• Mentor junior engineers; lead small troubleshooting sessions.
• Track operational metrics and contribute to continuous improvement.
• Participate in on-call rotation and after-hours support.

Skills

Linux/Unix

Windows

SQL

Python

Bash/PowerShell

Networking basics

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;
• Escalate 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.

Who are we?

We are a proven, passionate bunch of disruptors. Our work is all about tapping into your potential so we can deliver the best solutions and customer experiences on the planet. Collaboration, respect, and a great work-life balance earned us the title of "Best Place to Work- Employees' Choice" by Glassdoor. Our people are smart, creative, rock stars with over 400 patents and 10,000 people years of domain expertise.

What do we do?

Blue Yonder is the world leader in digital supply chain and omni-channel commerce fulfillment. Our intelligent, end-to-end platform enables retailers, manufacturers and logistics providers to seamlessly predict, pivot and fulfill customer demand. With Blue Yonder, you can make more automated, profitable business decisions that deliver greater growth and re-imagined customer experiences. Blue Yonder - Fulfill your Potential. blueyonder.com "Blue Yonder" is a trademark or registered trademark of Blue Yonder, Inc. Any trade, product or service name referenced in this document using the name "Blue Yonder" is a trademark and/or property of Blue Yonder, Inc. Blue Yonder, Inc. 15059 N Scottsdale Rd, Ste 400 Scottsdale, AZ 85254