- Resolve high-complexity customer issues on the Blue Yonder WMS system
- Own customer solutions for Tier 1/2 customers and engage in early implementation projects
- Collaborate with TAMs on support consumption and adoption improvement plans
- Achieve high customer satisfaction and positively impact NPS scores
- Ensure adherence to SLA/SLO, quality standards, and practices
- Champion high-quality service operations and continuous improvement
- Implement monitoring and diagnostics practices using applicable M&D; tools
- Improve solution stability through early detection, resolution, and incident recurrence prevention
- Provide out-of-office support and work shifts to facilitate 24x7 customer support
- Communicate effectively with customers and Blue Yonder stakeholders
- Collaborate with Blue Yonder teams and partners
- Demonstrate professionalism, empathy, assertiveness, and respect for cultural differences
- Develop knowledge of Blue Yonder WMS product features and functionalities
- Support constructive customer conversations about business-process impacts and workarounds
- Demonstrate expertise in SaaS technical toolsets, solution architecture, Azure technologies, frameworks, tools, and technologies
- Train and mentor team members to improve the team’s techno-functional capability
- Own Tier 1/2 solutions, enhance solution stability and service quality, and increase customer consumption and adoption
- Demonstrate customer centricity and innovate through teamwork

Requirements

- Bachelor’s degree in computer science, Engineering, or related field
- 5+ years of experience in a technical support role or similar customer-facing role
- Strong knowledge of Blue Yonder WMS product, both functional and technical
- Strong knowledge of Azure and relevant tools and technologies




- Demonstrated experience troubleshooting complex technical issues
- Knowledge of KCS methodology
- Knowledge of process improvement through lean methodology and automation
- Strong verbal and written communication skills
- Ability to communicate technical concepts to a non-technical audience
- Ability to work collaboratively with customers, team members, and partners
- Experience training and mentoring team members
- Ability to work under pressure in a fast-paced environment and meet tight deadlines
- Willingness and ability to provide out-of-office support and work shifts for 24x7 customer support
- WLM (Warehouse Labor Management) product knowledge is nice to have

Core Competencies

Demonstrates expertise in Blue Yonder WMS and Azure technologies, with a strong focus on customer satisfaction and service quality. Capable of troubleshooting complex technical issues and implementing process improvements through lean methodology and automation.

Highest-signal resume keywords

- Blue Yonder WMS Expertise
- Azure Technologies Knowledge
- Technical Support Experience
- Process Improvement Methodologies
- Customer Communication Skills

ATS Optimization Keywords

Hard Skills

- Technical Support
- Troubleshooting
- Process Improvement
- Lean Methodology
- Automation
- KCS Methodology
- SaaS Technical Toolsets
- Solution Architecture
- WLM Product Knowledge
- Customer Solutions Management

Soft Skills

- Effective Communication
- Empathy
- Team Collaboration
- Professionalism
- Assertiveness

Industry Keywords

- Customer Satisfaction
- NPS Scores
- SLA/SLO Adherence
- Service Operations
- Continuous Improvement

Tools & Technologies

- Blue Yonder WMS
- Azure
- M&D; Tools
- SaaS Tools
- Technical Toolsets

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📌 Senior Support Engineer (Monterrey)
🏢 Jobtailor
📍 Monterrey