Title: Sr Support Engineer I
Scope:
The Senior Support Engineer I is a customer-focused role responsible for providing technical and functional support and ensuring a high level of customer satisfaction through exceptional service delivery. The role involves working collaboratively with customers, team members, and partners to enhance solution stability and service quality, and to champion the adoption of KCS and process improvements through lean methodology and automation.
What you'll do:
A) Excellent customer experience and solution support to Blue Yonder Customers with innovative/proactive approach and customer value creation:
- Resolve customer issues of high complexity on Blue Yonder WMS system and deliver excellent customer experience.
- Own customer solution for Tier 1/2 customers and engage in early implementation projects.
- Collaborate positively with TAM and support consumption/adoption improvement plans.
- Achieve high customer satisfaction and make positive impact on NPS scores.
- Ensure adherence to SLA/SLO, quality standards and practices.




- Champion high quality of service/operations and continuous improvement within the team.
- Implement monitoring and diagnostics practices and procedures using applicable Monitoring & Diagnostic (M&D;) tools.
- Continuously improve solution stability by early detection and resolution as well as outflow and recurrence prevention of incidents.
- Provide Out of Office (OOH) support and work in shifts to facilitate the Company’s 24x7 customer support.

B) Communication and Collaboration:
- Communicate (verbal and written) effectively with customers and Blue Yonder stakeholders.
- Collaborate relentlessly, passionately, and respectfully with various Blue Yonder teams and partners.
- Lead by example demonstrating professionalism, empathy, and assertiveness in internal and external conversations.
- Understand cultural differences and diversity and help others live Blue Yonder values.
- Balance between Soft skills (process,

📌 Sr. Support Engineer I (Monterrey)
🏢 Blue Yonder
📍 Monterrey