Title: Sr Support Engineer 2
Scope:
The Senior Support Engineer is a customer-centric role dedicated to providing technical and functional support to ensure high customer satisfaction through exceptional service delivery. This role involves collaboration with customers, consultants, account managers, and partners to enhance solution stability and service quality. The engineer will advocate for Knowledge-Centered Service (KCS) and AI adoption while promoting supply chain best practices using continuous improvement and lean methodologies.
Role Summary
Responsibilities:
Deliver outstanding customer support for the BlueYonder WMS system, resolving complex issues to achieve high satisfaction and NPS scores.
Manage Tier 1/2 customer solutions, engage in early project implementation, and ensure adherence to SLA/SLO metrics, advocating for service quality and product stability.
Collaborate with account and project managers to improve consumption/adoption and champion continuous improvement.




Implement and enhance monitoring and diagnostics tools and procedures to improve solution stability and prevent incident recurrence.
Participate in the company's 24x7 support coverage in conjunction with overseas colleagues, including potential for out-of-hours coverage on-call.
Serve as a senior product expert within the support organization, managing escalations, enhancing service quality, and providing mentorship as needed.
Communication & Collaboration:
Communicate effectively with customers and stakeholders, demonstrating professionalism and empathy.
Collaborate with internal Blue Yonder teams, acting as a product SME and escalation gatekeeper, balancing soft and hard skills.
Competency Skillset Demonstration:
Exhibit technical expertise in industry-standard SaaS tools.
Serve as a senior solution expert for BlueYonder WMS product in both functional and technical areas.
Understand the supply chain industry domain, warehouse business processes, and SaaS KPIs.
Develop skills in solutio

📌 Sr Support Engineer 2 (Ciudad de México)
🏢 Blue Yonder
📍 Ciudad de México