Sr Support engineer 1

hace 1 mes

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) and a private cloud environment.
  • Work on initiatives to improve support and customer satisfaction like case deflection, automation, etc.

Our current technical environment:

  • SQL, PL/SQL, Unix, Linux, Windows, Java or any other programming language.

What you’ll do:

  • Provide technical and non-technical support during the Steady-state period. Act 4- Support level helping the support team to resolve complex issues.
  • Work hand in hand with the support team to get the root cause for critical cases with business impact.
  • Work on Advanced Support initiatives to improve customer service.
  • Identify areas of improvement and scope of automation on routine tasks or activities.
  • Follow ITIL best practices and other Blue Yonder processes for incident, problem, and other Deploy & Operate activities.
  • Document resolution steps on Knowledge Articles to promote case deflection.
  • Work closely with the Blue Yonder WMS Solution Experts for complex issue resolution including Product Development.
  • Consistently demonstrates customer centricity and relentless attitude to innovate through teamwork.

Communication and Collaboration:

  • Communicates (verbal and written) effectively with the customers.
  • Collaborates relentlessly, passionately, and respectfully with various BY teams and partners.
  • Leads by example demonstrating professionalism during internal and external conversations.
  • Understand cultural differences and diversity.

What we are looking for:

  • IT Engineering / Industrial Engineering or similar bachelor's degrees.
  • Minimum of 4 years of experience in debugging/analyzing code in any of the programming languages (Java/.Net/C++, Python, shell scripting, PowerShell).
  • Solid experience with Oracle SQL and MS SQL.
  • Network or Development expertise (Desirable).
  • Excellent communication and customer service skills.
  • Strong ability to multitask and prioritize effectively.
  • Highly organized and detail-oriented.
  • Can operate with a limited level of direct supervision.
  • Balances between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products).

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