Role summary Support Engineer II provides excellent customer experience and technical solution support to BlueYonder customers by owning and stabilizing Tier 2 solutions, proactively preventing incidents, and driving adoption of the service. The role requires strong collaboration, a customer-centric mindset, moderate technical competency across product, solution architecture and Azure technologies, and active contribution to knowledge and operational improvements. This role will work in shifts and provide out-of-hours (OOH) support for 24x7 coverage as required.

Key responsibilities

A. Customer experience & solution support

- Deliver excellent customer experience by resolving customer- and system-raised cases of moderate complexity with end-to-end ownership and proactivity.
- Own Tier 2 solutions: take accountability for troubleshooting, remediation, and escalation when required; drive stability and service quality improvements that enable increased customer consumption and adoption.
- Monitor application health using monitoring & diagnostics tools; identify early indicators of incidents and act to prevent or minimize impact.
- Meet SLA/SLO and quality expectations; attend case quality training and apply best practices in case handling.
- Proactively seek guidance and continuously work to improve service quality.
- Provide 24x7 support coverage as part of a shift roster, including OOH support when required.

B. Communication & collaboration

- Communicate effectively (verbal and written) with customers, clearly explaining technical issues, impact, and workarounds.
- Coach and support junior team members to improve their communication and case handling.
- Collaborate respectfully and passionately across BlueYonder teams and external partners to resolve issues and deliver outcomes.
- Demonstrate professionalism in internal and external interactions and adapt to cultural differences.
- Balance soft skills (process, people, teamwork) with hard skills (technologies, frameworks, solutions).

C. Competency development & demonstration

Technical

- Demonstrate moderate expertise to support the solution,



for example:
- DBMS support (SQL, Oracle): writing, reviewing and optimizing queries, stored procedures.
- Code debugging in applicable programming languages.
- Platform/integration troubleshooting (APIs, MuleSoft).
- Troubleshooting of mobile application issues.
- Use contemporary SaaS operational toolsets (AppDynamics, Splunk, etc.) to monitor health, investigate issues, analyze trends, and drive remediation of recurring/high-impact issues.

Product & domain

- Develop moderate knowledge of product features and functionality.
- Possess basic knowledge of customer industry domain and business processes to assess business impact and provide practical workarounds.
- Understand SaaS consumption, adoption and business-value KPIs relevant to assigned solutions.

Solution architecture & cloud operations

- Understand multi-layered solution architectures (client-server, DB, load balancers, middleware), integrations and data flows.
- Work with web servers (IIS, Tomcat), OS frameworks and scripting (PowerShell, batch, VBScript), and common architecture frameworks (ASP.NET, Java).
- Use server and application diagnostics tools (Wireshark, Perfmon, PerfView, Event Viewer) to investigate issues.
- Understand Azure technologies relevant to the solution (serverless/PAAS, scale sets, containers/Kubernetes), deployment models and CI/CD (GitHub, Jenkins).
- Perform cloud operational activities: deployments, troubleshooting deployment-related issues, availability diagnostics, health monitoring, and creating automations (Python, RPA, etc.).
- Apply application performance engineering skills (DB health analysis, query/execution plan, index tuning) and perform prescribed KPI-based proactive performance reviews.





Behavioral

- Exhibit a strong service mindset: ownership, customer centricity and relentless drive to improve.
- Seek and act on feedback; pursue self-development and career growth opportunities.
- Proactively identify learning paths and next-step career objectives.

D. Value addition & continuous improvement

- Be a top contributor to Knowledge-Centered Support (KCS):
- Create high-quality knowledge articles independently and mentor others to increase usage and creation.
- Leverage existing articles to accelerate resolution.
- Identify and implement operational improvements (automation, process optimization):
- Simplify or automate manual procedures to improve operational efficiency.
- Introduce methodologies that increase process efficiency and ROI.

Required skills & experience

- Proven experience in a technical support or platform engineering role (typically 2-5 years, or equivalent) supporting enterprise SaaS solutions.
- Hands-on experience with one or more of: SQL/Oracle, API/Middleware troubleshooting, application debugging, mobile app troubleshooting.
- Experience with monitoring/observability tools (AppDynamics, Splunk, Prometheus, etc.).
- Practical exposure to Azure cloud services and CI/CD pipelines.
- Strong written and spoken communication skills.
- Demonstrated ability to collaborate across teams and manage customer expectations.
- Willingness to work in shifts and provide OOH support.

Education

- Bachelor's degree in Computer Science, Engineering, Information Systems or equivalent practical experience (or equivalent certification/experience).

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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📌 Support Engineer 2 (Monterrey)
🏢 Blue Yonder
📍 Monterrey