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This position is required to:- provide excellent customer experience and solution support to Blue Yonder customers with ownership- passionately collaborates and engages within and beyond his/her team with empathy- builds and demonstrates basic competency in Azure & relevant tools and technologies, product and domain, solution architecture etc.- consitently demonstrates customer centricity and relentless attitude to innovate through team work- add value by developing knowledge article as well as working on operational improvements a) Seamless Application Support to Blue Yonder Customers- Delivers excellent customer experience by resolving customer issues mostly of moderate complexity. -Displays end-to-end ownership.- Resolves internal alert cases generated by Blue Yonder internal tools- Actively engages in application health monitoring using M&D; tools- Attends case quality training and ensures adherence to SLA/SLO and quality practices- Obtains customer satisfaction by displaying ownership, engagement and pro-activeness- Proacively seeks guidance, strives and commits to improve service quality.- Expected to work in shifts and provide OOH support to facilitate 24x7 customer supportb) Communication and Collaboration- Communicates (verbal and written) effectively with the customers- Collaborates relentlessly, passionately and respectfully with various Blue Yonder teams and partners- Displays professionalism and empathy during internal and external conversations. Appreciates cultural differences.c)



Competency development and demonstration- Technical:1. Demonstrates basic technical expertise as required to support concerned solution, for e.g.,- DBMS (ex: SQL, Oracle) for application support; writing, reviewing and improving queries, procedures etc.- Code debugging in relevant programming languages- Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)- Troubleshooting Mobile application issues2. Demonstrates basic expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.:- to monitor application health and investigate application issues.- to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues - Product and Domain:i. Attends product boot-camp and learns standard product features to resolve non-complex issuesii. Acquires basic domain knowledge to understand the business processes of the customers- Solution Architecture:Possesses combination of one or more following skills, as required for concerned solution.1. Basic understanding of solution architecture relevant for concerned solution, for e.g.,- Multiple layers of solution architecture including Client-Server and database, Load Balancers, Middleware- Integration with external devices/systems, data flows- Identity and Access Management (ex: Native, OAUTH, SSO etc.)2. Basic skills on architecture framework, tools and technologies relevant for concerned solution, for e.g.,- Webservers (ex: IIS, Tomcat)- Operating System framework and relevant scripting languages (ex: PowerShell, Batch scripting, vb scripting etc.)- Architecture framework (ex: ASP.Net,



Java)- Tools to analyze server and application logs and dumps (ex: Wireshark, PERFMON, PerfView, Event viewer etc.)3. Basic understanding of Azure concepts relevant for concerned solution, for e.g.,- Native SAAS or containerized applications, Kubernetes- Azure deployment models (ex: serverless / PAAS, scaleset, ASR)- Azure automations and CI CD pipeline - GitHub, Jenkins4. Basic capability in cloud operational activities as per the requirements of concerned solution, for e.g., - Application deployment and troubleshooting issues related to deployment- Troubleshooting and fixing application availability issues- Application health monitoring - Developing automations (Python, Cycle, RPA etc.)5. Basic capability in application performance engineering skills as required for concerned solution, for e.g.,- DB health analysis (statistics, fragmentation, query execution plan, indexes)- Executes prescribed KPI-based proactive performance review- Behavioral:i. Develops service mindset ~ constantly displays customer-centricity and ownershipii. Seeks regular perfomance feedback and works on self-developmentiii. Pro-actively identifies learning opportunitiesd) Value Addition- Contributes to Knowledge Centered Support (KCS) by:i. creating quality articles with minimal guidance from leads or mentorsii. leveraging existing articles to provide faster resolution to solution issues- Identifies opportunities for operational improvements (ex: automation, process changes etc.)i. identifies opportunities pro-actively and discusses with leads or mentorsOur ValuesIf you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core ValuesAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

📌 Support Engineer 1 (Monterrey)
🏢 Blue Yonder
📍 Monterrey