Support Engineer II: Incident Response & Automation

JDA Software; Mexico; Hybrid; 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

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.