Senior Support Engineer I

Hace 3 semanas

Mexico City, Mexico City JDA Software Jornada completa

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Title: Sr Support Engineer 2
Scope: The Senior Support Engineer is a customer-centric role dedicated to providing technical and functional support to ensure high customer satisfaction through exceptional service delivery. This role involves collaboration with customers, consultants, account managers, and partners to enhance solution stability and service quality. Deliver outstanding customer support for the BlueYonder WMS system, resolving complex issues to achieve high satisfaction and NPS scores. Manage Tier 1/2 customer solutions, engage in early project implementation, and ensure adherence to SLA/SLO metrics, advocating for service quality and product stability. Collaborate with account and project managers to improve consumption/adoption and champion continuous improvement. Implement and enhance monitoring and diagnostics tools and procedures to improve solution stability and prevent incident recurrence. Participate in the company's 24x7 support coverage in conjunction with overseas colleagues, including potential for out-of-hours coverage on-call. Serve as a senior product expert within the support organization, managing escalations, enhancing service quality, and providing mentorship as needed.
Serve as a senior solution expert for BlueYonder WMS product in both functional and technical areas. Understand the supply chain industry domain, warehouse business processes, and SaaS KPIs. Develop skills in solution architecture, Azure technologies, and related frameworks.
Bachelor's degree in computer science, engineering, or a related field.
~8+ years of Technical-Functional experience in BlueYonder WMS in a support, consulting or development role.
~ Intermediate SQL writing skills, or related database query language for Backend Support, Data validation, updates, and scripting.
~ Proficiency in Azure technologies, Power BI, and SaaS monitoring tools like AppDynamics or Splunk.
~ Proficiency in Java and code reading skills is a plus.
~ 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.
Our work is all about tapping into your potential so we can deliver the best solutions and customer experiences on the planet. Blue Yonder is the world leader in digital supply chain and omni-channel commerce fulfillment. Our intelligent, end-to-end platform enables retailers, manufacturers and logistics providers to seamlessly predict, pivot and fulfill customer demand. With Blue Yonder, you can make more automated, profitable business decisions that deliver greater growth and re-imagined customer experiences.
Any trade, product or service name referenced in this document using the name "Blue Yonder" is a trademark and/or property of Blue Yonder, Inc.

Senior Support Engineer I

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