Support Engineer I

hace 1 mes

Monterrey, México Blue Yonder A tiempo completo

The Support Engineer will support named customers on SaaS and managed cloud services.

This position is required to:

- provide excellent customer experience and solution support to BY customers with ownership, proactive and innovative approach
- Own Tier 2 solution as required, enhance solution stability and service quality eventually enabling increase in customer consumption and adoption of the service
- passionately collaborates and engages within and beyond his/her team with empathy
- builds and demonstrates moderate competency in product and domain, Azure & relevant tools and technologies, solution architecture etc.
- consistently demonstrates customer centricity and relentless attitude to innovate through team work
- add value by developing knowledge article as well as working on operational improvements

a) Excellent customer experience and solution support to BY Customers with innovative approach
- Delivers excellent customer experience by resolving solution cases (both customer and system created) mostly of moderate complexity.
- Owns customer solution for Tier 2 customers. Consistently achieves high customer satisfaction by displaying end-to-end ownership, engagement and pro-activeness.
- Attends case quality training and ensures adherence to SLA/SLO and quality practices
- Identifies and implements opportunities for early detection and resolution of incidents
- Proactively seeks guidance, strives and commits to improve service quality
- Expected to work in shifts and provide OOH support to facilitate 24x7 customer support

b) Communication and Collaboration
- Communicates (verbal and written) effectively with the customers. Support junior team members in achieving effective communication
- Collaborates relentlessly, passionately and respectfully with various BY teams and partners
- Leads by example demonstrating professionalism during internal and external conversations. Understands cultural differences and diversity.
- Balances between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products)

c) Competency development and demonstration
- Technical:
i. Demonstrates moderate expertise as required to support concerned solution, for e.g.,
- Code debugging in relevant programming languages
- Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)

ii. Demonstrates moderate expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.:

- to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues
- Product and Domain:
i. Develops moderate knowledge of product features and functionalities

ii. Possesses basic knowledge of relevant industry domain and business processes of the customers

iii. Demonstrates basic capability to have interactions related to business process impact and work-arounds with customers during issue resolution

iv. Understands SAAS consumption, adoption and business value KPIs related to respective solution
- Solution Architecture:
Possesses appropriate combination of one or more following skills, as required for concerned solution.

i. Decent understanding of solution architecture relevant for concerned solution, for e.g.,
- Multiple layers of solution architecture including Client-Server and database, Load Balancers, Middleware
- Integration with external devices/systems, data flows
- Identity and Access Management (ex: Native, OAUTH, SSO etc.)

ii. Decent skills on architecture framework, tools and technologies relevant for concerned solution, for e.g.,
- Webservers (ex: IIS, Tomcat)
- Operating System framework and relevant scripting languages (ex: PowerShell, Batch scripting, vb scripting etc.)
- Architecture framework (ex: ASP.Net, Java)

iii. Decent understanding of Azure technologies relevant for concerned solution, for e.g.,
- Native SAAS or containerized ap

plications, Kubernetes
- Azure deployment models (ex: serverless / PAAS, scaleset, ASR)
- Azure automations and CI CD pipeline - GitHub, Jenkins

iv. Moderate capability in cloud operational activities as per the requirements of concerned solution, for e.g.,
- Deployment and troubleshooting issues related to deployment
- Application health monitoring
- Developing automations (Python, Cycle, RPA etc.)

v. Moderate capability in Application Performance Engineering skills as required for concerned solution, for e.g.,
- DB health analysis (statistics, fragmentation, query execution plan, indexes)
- Executes prescribed KPI-based proactive performance review
- Behavioral:
i. Exhibits service mindset by consistently displaying customer centricity and ownership

ii. Seeks regular performance feedback and works on self-development opportunities to achieve a holistic personal and professional development

iii. Pro-actively identifies learning opportunities and career path

d) Value Addition and Continuous Improvement
- Consistent Top Contributor to Knowledge Centered Support (KCS) by:
i. cre

  • Agile Tools support Engineer

    hace 2 meses

    Monterrey, N.L., México Schneider Electric Gruppe A tiempo completo

    Job Description - Agile Tools support Engineer (008QC6) Agile Tools support Engineer - 008QC6 Summary: This position requires a Jira & Confluence expert working on AWS cloud with 4-6 years of experience. This position needs the person to work closely with Developer experience team in India and keen to learn other collaboration tools like Aha & iObeya....

  • Senior Support Engineer

    hace 17 horas

    Monterrey, México Kalasko A tiempo completo

    **Senior Support Engineer** Gouna, Egypt **Work for the world’s smartest in-store media network** **The problem we’re solving** **Digital retailers use data to study shoppers’ online behavior, predict their needs, and eliminate any friction points in the decision-making process. As a result, they provide shopping journeys that are very low on...

  • Global Supplier Development Engineer

    hace 4 semanas

    Monterrey, México O-I A tiempo completo

    Company Description **About O-I** Remember the last time you opened a bottle of champagne, a cold beer after a hard day’s work or a bottle of sparkling mineral water to quench your thirst? Well, it was probably made by us! We are O-I, and we love that we make more glass containers than anyone in the world. O-I has more than a century of experience...

  • Application Support Engineer

    hace 1 mes

    Monterrey, México Chubb INA Holdings Inc. A tiempo completo

    Job Requirements Application Support Engineer **Other duties and responsibilities will be**: - Monitor Application service level compliance, help in reducing risks and defining mitigation plans and assist in resolving issues when required. - Ensure that tickets are formally closed and, where appropriate, subsequently review, and record lessons learnt. -...

  • Sr Support Engineer 2

    hace 1 mes

    Monterrey, México Blue Yonder A tiempo completo

    This position is required to: - Provide excellent customer experience and solution support to BY customers with end-to-end ownership, proactive and innovative approach - Plan and execute implementation of high service quality through continuous improvements in the operational processes by regular tracking of operational metrics and leveraging lean...

  • Implementation and Support Engineer

    hace 4 semanas

    Monterrey, México Human Staff A tiempo completo

    We are seeking a highly motivated Implementation & Support Engineer to deploy software installations and upgrades. The Implementation Engineer will work with one of the most widely used telehealth SaaS platforms in the United States. Your main activities will be: Perform complete, accurate, and timely entry of information into Salesforce for all...

  • Quality Engineer

    hace 2 días

    Monterrey, México Nemak A tiempo completo

    Responsible for internal and external quality control of Nemak plants **Main Responsibilities** - Maintain customer focus, attend to customer complaints, and follow the issues. - PPSR, SPPS, 8Ds - LPAs audits, LLCs. - Maintain and generate Quality at the source for the new programs. - Improvement KPIs (Scrap, External quality, etc). - AXIS support, walk the...

  • Customer Support Specialist I

    hace 1 mes

    Monterrey, México Uber Freight A tiempo completo

    **ABOUT THE ROLE** Customer Support Specialist I is a key contributor to our Transportation Management division. The primary responsibility is to ensure that customer shipments are delivered on time, provide daily interaction and develop relationships with customers and carriers. **WHAT THE CANDIDATE WILL DO** - Use TMS to process shipment entries and...

  • Sr Support Engineer

    hace 2 días

    Monterrey, México Blue Yonder A tiempo completo

    Blue Yonder Title: Sr Support Engineer Overview: What you’ll do: - Act as product technical liaison between support and development teams. - Communicate technical product and solution expertise to internal and external customers. - Exhibit a commitment to customer service while building customer partnerships. - Expertly utilize support tools (Zoom,...

  • Sr. Application Support Engineer

    hace 1 mes

    Monterrey, México Chubb INA Holdings Inc. A tiempo completo

    Job Requirements Senior Application Support Engineer **Other duties and responsibilities will be**: - Monitor Application service level compliance, help in reducing risks and defining mitigation plans and assist in resolving issues when required. - Ensure that tickets are formally closed and, where appropriate, subsequently review, and record lessons...

  • Mechanical Design Engineer

    hace 4 días

    Monterrey, México Vertiv A tiempo completo

    POSITION SUMMARY The Thermal Design Engineer selects refrigeration and HVAC components. Defines and creates 3D models, bill of materials (BOMS) for projects related to Chilled Water Systems new product introduction. Will be expected to perform tasks with low to no supervision. The Thermal Design Engineer will have initiative to quickly and...

  • Application Support Engineer

    hace 4 semanas

    Monterrey, México Softtek A tiempo completo

    **Acerca de Softtek** Fundada en 1982, Softtek es un proveedor global de servicios orientados a procesos de TI con 30 oficinas en Norteamérica, Latinoamérica, Europa y Asia. Con 15 Centros de Desarrollo Global en EE. UU., México, China, Brasil, Argentina, Costa Rica, España, Hungría e India. Softtek mejora resultados para grandes empresas en más de 20...

  • Sr Support Engineer 2

    hace 4 semanas

    Monterrey, México Blue Yonder A tiempo completo

    Blue Yonder Title: - Sr Support Engineer 2 (Cloud Applications/ Transportation Manager/SaaS) Overview: - Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor’s “Best Places to Work” - Blue Yonder’s Sr Support Engineer will be responsible to work with global functional & technical teams under various...

  • Production Support Engineer

    hace 2 días

    Monterrey, México Polaris A tiempo completo

    JOB SUMMARY: The Production Support Engineer is responsible for ensuring that the vehicles can be built on the assembly line as designed and validated. Scope extends from pre-production support through line startup, and ongoing production. This includes the tracking and disposition of Deviations, Drawing Change Requests, and Engineering Change Orders...

  • Support Engineer II

    hace 4 días

    Monterrey, México Blue Yonder A tiempo completo

    Overview:The Support Engineer is responsible for troubleshooting and resolving technical issues and creating knowledge-based articles. The ideal candidate will have exceptional communication skills (written and oral), experience working in the IT or Software industry, effective team leadership skills, excellent prioritization skills, and attention to detail...

  • Sr Support Engineer I

    hace 3 días

    Monterrey, México Blue Yonder A tiempo completo

    The Senior Support Engineer will support our SaaS and On Prem customers to provide Solution/Product support on Demand/Fulfillment, Promotion, during implementation and after go live. What you'll do: - Provide functional and/or technical support during customer upgrades, deployments, rollouts, and post-production phases - Maintain positive customer...

  • Support Engineer 2

    hace 2 meses

    Monterrey, México Blue Yonder A tiempo completo

    WMS-Dispatcher Support RoleBlue Yonder Title:Support Engineer 2Other comparable titles:Technical Support AnalystOur current technical environment:Software: Java, ansi-c, shell scripting, PL/SQLWebServers: JBOSS, WebSphere, ApacheDatabases: Oracle, SQL Server, Toad or SQL DeveloperOS: Unix, Linux, WindowsCloud: AzureWhat you’ll do:Delivers excellent...

  • Customer Support Specialist I

    hace 1 mes

    Monterrey, México Transplace de Mexico A tiempo completo

    **Vacante para la empresa Transplace de Mexico en San Jeronimo - Monterrey, Nuevo León**: Descripción Be part of Uber Freight! We are looking for a**Customer Support Specialist I - Digital Brokerage - Appointments** You will be responsible for setting pick-up and delivery appointments and generating ideas for process and system changes that lead to...

  • Sr Support engineer 1

    hace 2 meses

    Monterrey, México Blue Yonder A tiempo completo

    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)...

  • Mechanical Engineer I

    hace 1 mes

    Monterrey, México Vertiv Group Corp A tiempo completo

    **Job Summary** The **_Mechanical Engineer _**will contribute to the development of new products; work in a cross-functional environment with electrical, controls, & other development groups; manage a variety of tasks and activities in this dynamic environment; and solve complex problems related to liquid cooling for servers and data...