Sr. Support Engineer I

hace 1 semana

Monterrey, México Blue Yonder A tiempo completo

Scope:
The Senior Support Engineer I is a customer-focused role responsible for providing technical and functional support and ensuring a high level of customer satisfaction through exceptional service delivery. The role involves working collaboratively with customers, team members, and partners to enhance solution stability and service quality, and to champion the adoption of KCS and process improvements through lean methodology and automation.

What you'll do:
A) Excellent customer experience and solution support to BY Customers with innovative/proactive approach and customer value creation:

- Resolve customer issues of high complexity on BY WMS system and deliver excellent customer experience.
- Own customer solution for Tier 1/2 customers and engage in early implementation projects.
- Collaborate positively with TAM and support consumption/adoption improvement plans.
- Achieve high customer satisfaction and make positive impact on NPS scores.
- Ensure adherence to SLA/SLO, quality standards and practices.
- Champion high quality of service/operations and continuous improvement within the team.
- Implement monitoring and diagnostics practices and procedures using applicable Monitoring & Diagnostic (M&D) tools.
- Continuously improve solution stability by early detection and resolution as well as outflow and recurrence prevention of incidents.
- Provide Out of Office (OOH) support and work in shifts to facilitate the Company’s 24x7 customer support.

B) Communication and Collaboration:

- Communicate (verbal and written) effectively with customers and BY stakeholders.
- Collaborate relentlessly, passionately, and respectfully with various BY teams and partners.
- Lead by example demonstrating professionalism, empathy, and assertiveness in internal and external conversations.
- Understand cultural differences and diversity and help others live BY values.
- Balance between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products).

C) Competency development and demonstration:

- Demonstrate high technical expertise in relevant contemporary and up-to-date SaaS technical toolsets.
- Develop a good knowledge of BY WMS product features and functionalities.
- Possess moderate knowledge of relevant industry domain and business processes of our customers.
- Demonstrate moderate capability to hold constructive conversations with customers in relation to business process impact and workarounds during issue resolution.
- Understand SAAS consumption, adoption, and business value KPIs related for a given BY solution.
- Possess an appropriate combination of one or more following skills: good understanding of solution architecture relevant for a given BY solution, good skills on architecture framework, tools, and technologies relevant for a given BY solution, and good understanding of Azure technologies, relevant for a given BY solution.

What we're looking for:

- Bachelor’s degree in computer science, Engineering, or related field.
- 5+ years of experience in a technical support role or similar customer-facing role.
- _ Strong knowledge of BY WMS product (functional and technical)._
- Strong knowledge of Azure and relevant tools and technologies.
- Demonstrated experience in troubleshooting complex technical issues.
- Knowledge of KCS methodology and process improvement through lean methodology and automation.
- Strong verbal and written communication skills, including the ability to communicate technical concepts to a non-technical audience.
- Ability to work collaboratively with customers, team members, and partners.
- Experience in training and mentoring team members to improve techno-functional capability of the team.
- Ability to work under pressure in a fast-paced environment and meet tight deadlines.
- _ Nice to have: WLM (Warehouse Labor Management) product knowledge._

This position is required to:

- Provide excellent customer experience and solution support to BY customers with ownership, proactive and innovative approach.
- Deliver high quality of service/operations and continuous improvement through outflow and recurrence prevention of incidents.
- Own Tier 1/2 solution as required, enhance solution stability and service quality eventually enabling increase in customer consumption and adoption of the service.
- Consistently demonstrate customer centricity and relentless attitude to innovate through positive teamwork beyond his/her team.
- Builds and demonstrates high competency in product and domain, Azure & relevant tools and technologies, solution architecture etc. - as outlined.

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 & Equity (DIVE)

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

  • Sr. Support Engineer I

    hace 4 semanas

    Monterrey, México Blue Yonder A tiempo completo

    Title: Sr Support Engineer I Scope: The Senior Support Engineer I is a customer-focused role responsible for providing technical and functional support and ensuring a high level of customer satisfaction through exceptional service delivery. The role involves working collaboratively with customers, team members, and partners to enhance solution stability...

  • Support Engineer I

    hace 5 meses

    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...

  • Sr Support Engineer 1

    hace 5 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...

  • Support Engineer I

    hace 2 meses

    Monterrey, México Blue Yonder A tiempo completo

    Title: Support Engineer 1 Comparable Titles: Technical Analyst, Functional Analyst, Software Support Analyst, Software Support Engineer Location: Mexico, Monterrey (Remote) Overview The team currently consists of 200+ global associates across Americas (NA/LATAM), EMEA, APAC, and India. Scope: Blue Yonder is undergoing tremendous SAAS/DevOps...

  • Support Engineer I

    hace 5 meses

    Monterrey, México Blue Yonder A tiempo completo

    Title: Support Engineer 1 Comparable Titles: Technical Analyst, Functional Analyst, Software Support Analyst, Software Support Engineer Location: Mexico, Monterrey (Remote) Overview BY White Glove Support Team is responsible for working with our global customers as dedicated support focused on Execution part of the Supply Chain Industry. For our...

  • Sr Support Engineer

    hace 5 meses

    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 Support Engineer 2

    hace 5 meses

    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...

  • Sr. Support Engineer I

    hace 5 meses

    Monterrey, México Blue Yonder A tiempo completo

    What you'll do: A) Excellent customer experience and solution support to BY Customers with innovative/proactive approach and customer value creation: - Resolve customer issues of high complexity on BY WMS system and deliver excellent customer experience. - Own customer solution for Tier 1/2 customers and engage in early implementation projects. -...

  • Sr. Support Engineer I

    hace 5 meses

    Monterrey, México Blue Yonder A tiempo completo

    What you'll do: A) Excellent customer experience and solution support to BY Customers with innovative/proactive approach and customer value creation: Resolve customer issues of high complexity on BY WMS system and deliver excellent customer experience. Own customer solution for Tier 1/2 customers and engage in early implementation projects. ...

  • Test Engineer Sme I

    hace 5 meses

    Monterrey, México Jabil Circuit A tiempo completo

    At Jabil we strive to make ANYTHING POSSIBLE and EVERYTHING BETTER. With over 250,000 diverse, talented and dedicated employees across 100 locations in 30 countries, our vision is to be the most technologically advanced and trusted manufacturing solutions provider. We combine an unmatched breadth and depth of end-market experience, technical and design...

  • Senior Technical Support Specialist

    hace 1 día

    Monterrey, Nuevo León, México Blue Yonder A tiempo completo

    Job OverviewWe are seeking a highly skilled Sr. Support Engineer I to join our team at Blue Yonder. As a key member of our support team, you will be responsible for delivering exceptional customer experience and solution support to our customers.Key ResponsibilitiesProvide proactive and innovative support to customers, ensuring high-quality solutions and...

  • Sr Support Engineer 1

    hace 5 meses

    Monterrey, México Blue Yonder A tiempo completo

    This position is required to: - Provide excellent customer experience and solution support to BY customers with ownership, proactive and innovative approach - Deliver high quality of service/operations and continuous improvement through outflow and recurrence prevention of incidents - Own Tier 1/2 solution as required, enhance solution stability and service...

  • Support Engineer

    hace 4 semanas

    Monterrey, Nuevo León, México Blue Yonder A tiempo completo

    Job Title: Support EngineerJob Summary:We are seeking a highly skilled Support Engineer to join our team at Blue Yonder. As a Support Engineer, you will be responsible for providing technical support to our customers, troubleshooting issues, and collaborating with cross-functional teams to drive solutions and fixes.Key Responsibilities:Provide functional and...

  • Senior Technical Support Specialist

    hace 4 semanas

    Monterrey, Nuevo León, México Blue Yonder A tiempo completo

    Job Title: Sr Support EngineerJob Summary:We are seeking a highly skilled Sr Support Engineer to join our team at Blue Yonder. As a Sr Support Engineer, you will be responsible for providing technical support to our customers, acting as a product technical liaison between support and development teams, and communicating technical product and solution...

  • Data Engineer Sr

    hace 5 meses

    Monterrey, México Getecsa A tiempo completo

    **¿Quiénes Somos?** **GETECSA **es una empresa joven con la visión clara de lograr solidez y reconocimiento a nível Latinoamérica como una de las mejores compañías en servicios de tecnologías de la información y comunicaciones. En **Getecsa **tenemos como objetivo principal ofrecer servicios con un alto sentido de calidad de tal manera que...

  • Support Engineer

    hace 1 mes

    Monterrey, Nuevo León, México Blue Yonder A tiempo completo

    Job Title: Support EngineerJob Summary:We are seeking a highly skilled Support Engineer to join our team at Blue Yonder. As a Support Engineer, you will be responsible for providing technical support to our customers, troubleshooting issues, and collaborating with cross-functional teams to drive solutions and fixes.Key Responsibilities:Provide functional and...

  • Especialista en Asuntos Legales

    hace 1 día

    Monterrey, Nuevo León, México Tactical Support A tiempo completo

    La empresa Tactical Support busca un Especialista en Asuntos Legales con experiencia en puestos similares para unirse a nuestro equipo.Deberes y responsabilidades:Manejo de procesos y políticas establecidas por la empresa.Licencia vigente y cumplimiento de regulaciones legales.Verificar y comunicar a los clientes sobre incrementos anuales en sus...

  • Sr Industrial Engineer

    hace 2 meses

    Monterrey, México Jabil Circuit A tiempo completo

    At Jabil we strive to make ANYTHING POSSIBLE and EVERYTHING BETTER. We are proud to be a trusted partner for the world's top brands, offering comprehensive engineering, manufacturing, and supply chain solutions. With over 50 years of experience across industries and a vast network of over 100 sites worldwide, Jabil combines global reach with local expertise...

  • Sr. Carrier Manager I

    hace 5 meses

    Monterrey, México Uber Freight A tiempo completo

    **About the Role** The Sr. Carrier Manager I, works strategically with Transportation Brokerage customers to gain an understanding of their specific transportation procurement challenges and support the end-to-end execution of transportation procurement events and strategies. Managing and building strong relationships, with core carriers, is critical to...

  • Senior Support Engineer

    hace 2 meses

    Monterrey, Nuevo León, México Blue Yonder A tiempo completo

    Job Title: Senior Support Engineer IThe Senior Support Engineer will play a critical role in providing exceptional support to our SaaS and On Prem customers, ensuring seamless solution/product support on demand/fulfillment, promotion, during implementation and after go live.Key Responsibilities:Provide functional and/or technical support during customer...