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.
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.
Title: Sr Support Engineer 2
Responsibilities
Role Summary
- 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 effe
📌 Sr Support Engineer 2 (San Pedro Garza García)
🏢 Blue Yonder
📍 San Pedro Garza García
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