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, frame

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