Associate Support Engineer

**Position Title**Associate Support Engineer

**Location**
Monterrey-Mexico

**Overview**
This position is required to provide excellent customer experience and solution support to BY customers. Passionately collaborates and engages within and beyond his/her team with empathy. Build core competency with the tools and technologies, product and domain, solution architecture etc. Consitently demonstrates customer centricity and relentless attitude to innovate through teamwork

**Required Skills**:
**Education**:

- Ability to travel extensively (up to 75% travel)
- Bachelor's Degree Computer Science, Supply Chain, Information Systems or equivalent degree.

**Experience**:

- 0-3 year of consulting experience.

**Technical Knowledge**:

- Coursework or related work experience with Relational databases (SQL Server/Oracle), SQL, Understanding of Windows and Linux/Unix Operating Systems, Scripting languages - Python, Shell and Windows
- Any coursework related to ML (Machine Learning) algorithmic engines and concepts is a plus.
- Any course work or internship experience related to Cloud based platforms like Azure or AWS, SaaS solutions would be a plus
- Experience working with any Planning or Execution Systems is a plus.
- Experience working with any of the Integration Tools /iPaaS solutions like - MuleSoft, Informatica, Mulesoft, SAP BODS, Talend etc. is a plus
- Excellent presentation skills and experience.
- Ability to adapt and respond to fast moving & changing project environments

**Responsibilities**:
**a) Seamless Application Support to BY Customers**:

- Resolves customer cases mostly with low/medium severity; occasionally high/critcal. Displays end to-end ownership.
- Resolves internal proactive monitoring cases generated by BY internal tools
- Attends case quality training and ensures adherence to SLA/SLO and quality practices
- Obtains customer satisfaction by displaying ownership, engagement and pro-activeness
- Work is frequently supervised by the leads or mentors. Constantly seeks guidance to improve the 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
- Collaborates relentlessly, passionately and respectfully with various BY teams and partners
- Displays professionalism and empathy during internal and external conversations. Appreciates cultural differences.s.

**c) Building Competency**:

- Technical

i. Builds basic skills on the following and not limited to:

- Code debugging
- Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)

ii. Builds basic skills on contemporary SaaS technical toolsets like AppDynamics, Splunk etc.
- Product and Domain:
i. Attends product boot-camp and learns standard product features to resolve non-complex issues

ii. Acquires basic domain knowledge to understand the business processes of the customers
- Solution Architecture:
i. Builds basic understanding of different Cloud models - private, public, hybrid

iii. Builds basic understanding of Azure concepts like:

- Azure deployment models (ex: serverless / PAAS, scaleset, ASR)
- Azure automations and CI CD pipeline - GitHub, Jenkins
- Behavioral:
i. Develops service mindset ~ constantly displays customer-centricity and ownership

ii. Seeks regular perfomance feedback and works on self-development

iii. Pro-actively identifies learning opportunities

**d) Value Addition**:

- Contributes to Knowledge Centered Support (KCS) by:
i. creating quality articles with mínimal guidance from leads or mentors

ii. leveraging existing articles to provide faster resolution to solution issues
- Identifies opportunities for operational improvements (ex: automation, process changes etc.)

i. identifies opportunities pro-actively and discusses with leads or mentors

ii. Collaborates with others to implement and operationalize

**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.