Support Engineer I

hace 2 semanas

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 transformation and this is a very exciting time to join our team The Support Engineer will be responsible to work with global functional & technical teams under various customer engagements to gather and understand the technical / functional reported issues/problems and drive towards solutions and fixes. Individual will work with regional customers/stakeholders to rollout, support our designed products / solutions to efficiently satisfy business requirements, while balancing complexity to ensure processes are supportable and meet customer satisfaction. The Support Engineer will work as a Squad member to support our SaaS customers on Azure environment.

What you'll do:

- Provide functional and/or technical support for service request, Incidents, Changes or problems that affects BY Solution and implicate an impact on our customer business.
- Understand and triage customer issues, conducting any necessary technical research or team collaboration Document learnings and create knowledge articles for repeated cases.
- Communicate product and solution expertise to internal and external customers
- Work closely with the BY Execution Experts for complex issue resolution including Product Development.
- Continuous learning on latest BY Solutions.

What we are looking for:
Industry experience:

- 2+ Years Experience in a Customer-facing Software Industry role; preference given to software support or technical support (SQL, Servers, etc)
- Experience working with BY products preferred specifically, Transportation or Warehouse management solutions.
- Supply chain domain experience a plus.

Technical Skills:

- Experience with Splunk / Oracle database / SQL/ WebLogic, Java preferred.
- Demonstrates analytical and problem-solving skills.
- Programming language in Java / J2EE concepts - JDBC, C++
- Knowledge with operating systems (e.g. Windows, UNIX, LINUX)
- Understanding in scripting languages - Unix Shell Scripting, PowerShell, Python etc.

Soft Skills:

- Must have excellent communication and interpersonal skills to interact with a wide variety of internal personnel with emphasis on follow-through and reporting
- Ability to work calmly under pressure and meet deadlines
- Must be self-motivated and quick learner - New technologies, platforms, integrations
- Able to work flexible hours, including evenings, weekends, as warranted by the situation in critical times or to manage customer escalations
- Demonstrates initiative and is inquisitive
- Enjoys working in a team-oriented and fast-paced environment

Education:

- Bachelor’s degree required, major in Computer Applications, Industrial Engineering, Supply Chain Management, or other equivalent technical fields. Master’s degree preferred.

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.

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