About Blue Yonder: Blue Yonder is a integral leader in digital supply chain management solutions, specializing in AI-driven platforms that offer comprehensive supply chain management solutions including planning, execution, and omni-channel commerce.
Position Overview: The Sr Support Engineer is responsible for delivering advanced technical support to our customers by solving complex issues related to Blue Yonder's supply chain solutions. This role involves direct engagement with customers, understanding their needs, and ensuring high-quality service. The Sr Support Engineer plays a key role in enhancing the support processes and collaborating closely with cross-functional teams to improve product quality and supportability.
Responsibilities:
- Provide advanced technical support for Blue Yonder's supply chain solutions, addressing escalated customer issues with high complexity.
- Engage with customers to understand their requirements, reproduce issues, and develop solutions in collaboration with engineering teams.
- Mentor and guide junior support engineers, providing training and development opportunities.
- Contribute to the creation and maintenance of support documentation, knowledge base articles, and training materials.
- Work closely with product development teams to identify areas for product improvement based on customer feedback and recurring issues.
- Participate in root cause analysis and post-mortem reviews for significant incidents, ensuring continuous improvement of support processes.
- Implement and drive improvements in support methodologies, tools, and processes to enhance customer satisfaction.
- Stay updated with the latest changes and advancements in Blue Yonder’s products and solutions.
Technical Environment:
- Experience with supply chain management software or enterprise software support.
- Familiarity with cloud computing platforms (e.g., AWS, Azure, Google Cloud).
- Knowledge of scripting languages (e.g., Pyt
📌 Senior Support Engineer 1 (Monterrey)
🏢 Blue Yonder
📍 Monterrey
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