Resolve high-complexity customer issues on the Blue Yonder WMS systemOwn customer solutions for Tier 1/2 customers and engage in early implementation projectsCollaborate with TAMs on support consumption and adoption improvement plansAchieve high customer satisfaction and positively impact NPS scoresEnsure adherence to SLA/SLO, quality standards, and practicesChampion high-quality service operations and continuous improvementImplement monitoring and diagnostics practices using applicable M&D; toolsImprove solution stability through early detection, resolution, and incident recurrence preventionProvide out-of-office support and work shifts to facilitate 24x7 customer supportCommunicate effectively with customers and Blue Yonder stakeholdersCollaborate with Blue Yonder teams and partnersDemonstrate professionalism, empathy, assertiveness, and respect for cultural differencesDevelop knowledge of Blue Yonder WMS product features and functionalitiesSupport constructive customer conversations about business-process impacts and workaroundsDemonstrate expertise in SaaS technical toolsets, solution architecture, Azure technologies, frameworks, tools, and technologiesTrain and mentor team members to improve the team's techno-functional capabilityOwn Tier 1/2 solutions, enhance solution stability and service quality, and increase customer consumption and adoptionDemonstrate customer centricity and innovate through teamworkRequirementsBachelor's degree in computer science, Engineering, or related field5+ years of experience in a technical support role or similar customer-facing roleStrong knowledge of Blue Yonder WMS product,



both functional and technicalStrong knowledge of Azure and relevant tools and technologiesDemonstrated experience troubleshooting complex technical issuesKnowledge of KCS methodologyKnowledge of process improvement through lean methodology and automationStrong verbal and written communication skillsAbility to communicate technical concepts to a non-technical audienceAbility to work collaboratively with customers, team members, and partnersExperience training and mentoring team membersAbility to work under pressure in a fast-paced environment and meet tight deadlinesWillingness and ability to provide out-of-office support and work shifts for 24x7 customer supportWLM (Warehouse Labor Management) product knowledge is nice to haveCore CompetenciesDemonstrates 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 keywordsBlue Yonder WMS ExpertiseAzure Technologies KnowledgeTechnical Support ExperienceProcess Improvement MethodologiesCustomer Communication SkillsATS Optimization KeywordsHard SkillsTechnical SupportTroubleshootingProcess ImprovementLean MethodologyAutomationKCS MethodologySaaS Technical ToolsetsSolution ArchitectureWLM Product KnowledgeCustomer Solutions ManagementSoft SkillsEffective CommunicationEmpathyTeam CollaborationProfessionalismAssertivenessIndustry KeywordsCustomer SatisfactionNPS ScoresSLA/SLO AdherenceService OperationsContinuous ImprovementTools & TechnologiesBlue Yonder WMSAzureM&D; ToolsSaaS ToolsTechnical Toolsets#J-*****-Ljbffr

📌 Senior Support Engineer (Monterrey)
🏢 Jobtailor
📍 Monterrey