Job Profile - Support Engineer II

Overview
This role is a newly formed team within the Supply Chain execution and will be a pioneer in providing value-added rapid deployment and onboarding projects for our WMS (3PL and Retail Shipper) expedited growth customer base.

What you´ll do:
- Acts as a liaison between Support Services, PMG, Consulting Services across products.
- Available on call (on shift basis) for extreme emergencies / critical site down issues.
- Demonstrates and adheres to best practices of all internal Support Services polices and procedures.
- Ensures quantity and quality content in the knowledge base.
- Add value by developing knowledge article as well as working on operational improvements
- Escalates issues that may have a negative financial or relationship impact.
- Mentors team associates in product knowledge and triage techniques.
- Performs customer performance reviews and Health Checks.
- Provides advice to customers and product / implementation teams regarding industry best practices and process methodology.




- Provides functional and/or technical support during a customers product implementation and "go-live" periods.
- Understands the business features and functionality to be provided by the product.
- Works in a cross-functional capacity to support quality design, development and testing.
- Works with other analysts to progress and resolve sensitive and complex issues, in addition to maintaining their assigned caseload.
- Monitors and actions BY solutions for SaaS customers, Continuously improving solution stability by early detection and resolution, as well as outflow and recurrence prevention of incidents

What we're looking for:
- Strong analytical/problem solving skills, ability to provide alternatives, root cause analysis, testing skills and ability to make thoughtful proposals
- Must have effective oral and written communications skills and the ability to work successfully with internal and external stakeholders
- Familiarity with r

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