Advanced Support Engineer

hace 5 meses

Monterrey, México Blue Yonder A tiempo completo

Blue Yonder Title: Senior Support Engineer 1

Blue Yonder’s Advanced Support Engineer will be responsible for working with global functional & technical teams under various customer engagements to gather and understand the technical/network reported issues and drive towards solutions and fixes, as well as assisting in root cause analysis for previous incidents. Individuals will work on reviewing and improving current support processes to guarantee they comply with the SLAs, increase customer satisfaction, and satisfy business requirements.

Other comparable titles: Network engineer, Network Security Engineer, System Engineer, Network administrator

Overview:

The Advanced Support Engineer will be working with cross-functional teams including Product Development, Consulting, and Cloud services to resolve critical and/or complex issues related to the network, also working on new initiatives to improve customer and support satisfaction.

Scope:

Core responsibilities to include BY product support on the network side for SaaS accounts hosted in cloud-native (Azure) and a private cloud environment. Learn and work with new technologies non-network related like Azure and Snowflake. Work on initiatives to improve support and customer satisfaction like case deflection, automation, etc.

Our current technical environment:

Linux/Windows Azure Snowflake

What you’ll do:

Monitoring network engineering performance and ensure system availability and reliability. Provide Level-2/3 support and troubleshooting to resolve issues. Investigating faults in the network, communicate to the Network BY team any change that needs to occur. Solid understanding of the OSI or TCP/IP model. Hands-on experience with monitoring, network diagnostic and network analytics toolsWork 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.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:

Computer Science, Computer systems and networks, Network Security management. Minimum of 4 years of experience supporting Networks using Wireshark, TCP/IP protocol, etc. 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).Interest to learn other technical areas such as automation, database, etc.

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.

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