Sr Support Engineer 1

hace 7 meses

Monterrey, México Blue Yonder A tiempo completo

Blue Yonder Title: Senior Support Engineer 1

Blue Yonder’s Sr Support Engineer will be responsible for working with global functional & technical teams under various customer engagements to gather and understand the technical/functional complex reported issues/problems and drive towards solutions and fixes, acting as a 4-support level. Individuals will work on reviewing and improving current support processes to guarantee they comply with the SLAs, increase customer satisfaction, and satisfy business requirements.

Other comparable titles: Support Specialist, Systems Engineer, Information Support Specialist

Overview:
The Sr Support Engineer 1 will be working with cross-functional teams including Product Development, Consulting, and Cloud services to resolve critical and/or complex issues, also working on new initiatives to improve customer and support satisfaction.

Scope:

- Core responsibilities to include WMS support for SaaS accounts hosted in cloud-native (Azure) and a private cloud environment.
- Work on initiatives to improve support and customer satisfaction like case deflection, automation, etc.

Our current technical environment:

- SQL, PL/SQL, Unix, Linux, Windows, Java or any other programming language.

What you’ll do:

- Provide technical and non-technical support during the Steady-state period. Act 4- Support level helping the support team to resolve complex issues.
- Work hand in hand with the support team to get the root cause for critical cases with business impact.
- Work on Advanced Support initiatives to improve customer service.
- Identify areas of improvement and scope of automation on routine tasks or activities.
- Follow ITIL best practices and other Blue Yonder processes for incident, problem, and other Deploy & Operate activities.
- Document resolution steps on Knowledge Articles to promote case deflection.
- Work closely with the Blue Yonder WMS Solution Experts for complex issue resolution including Product Development.
- Consistently demonstrates customer centricity and relentless attitude to innovate through teamwork.

Communication and Collaboration:

- Communicates (verbal and written) effectively with the customers.
- Collaborates relentlessly, passionately, and respectfully with various BY teams and partners.
- Leads by example demonstrating professionalism during internal and external conversations.
- Understand cultural differences and diversity.

What we are looking for:

- IT Engineering / Industrial Engineering or similar bachelor's degrees.
- Minimum of 4 years of experience in debugging/analyzing code in any of the programming languages (Java/.Net/C++, Python, shell scripting, PowerShell).
- Solid experience with Oracle SQL and MS SQL.
- Network or Development expertise (Desirable).
- Excellent communication and customer service skills.
- Strong ability to multitask and prioritize effectively.
- Highly organized and detail-oriented.
- Can operate with a limited level of direct supervision.
- Balances between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products).

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
- Diversity, Inclusion, Value & Equality (DIVE)

is our strategy for fostering an inclusive environment we can be proud of. Check out Blue Yonder's inaugural

Diversity Report

which outlines our commitment to change, and our

video

celebrating the differences in all of us in the words of some of our associates from around the world.

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.

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