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).
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📌 Support Engineer 2 (México)
🏢 Blue Yonder
📍 México