- 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 c

📌 Senior Support Engineer (Monterrey)
🏢 Jobtailor
📍 Monterrey