Scope & Impact:
Deliver High-Touch Support:Provide premier application and techno-functional support to strategic Blue Yonder TMS customers by diagnosing and resolving complex Saa S/Cloud solution issues.
Lead Escalations:Drive rapid resolution and Root Cause Analysis (RCA) of high-severity and escalated incidents in collaboration with internal engineering teams and customer leadership.
Deepen Architectural Mastery:Build deep expertise in end-to-end customer solution architectures, custom extensions, Saa S observability tools, and supply chain logistics workflows.
Drive Proactive Stability:Own the health of assigned customer environments—identifying recurring trends, improving service quality, reducing Mean Time to Resolution (MTTR), and accelerating customer adoption and satisfaction.
Our Technical Environment:
Core Application:Blue Yonder Transportation Management (TMS) running in enterprise Cloud/Saa S architectures. TMS can be connected to multiple upstream and downstream applications also under scope.
Databases (RDBMS):Oracle and Microsoft SQL Server—writing, reviewing, and tuning complex SQL queries, stored procedures, and execution plans.
Observability & ITSM:App Dynamics and Splunk for real-time application health monitoring, log analysis, and proactive anomaly detection; Service Now (SNOW) for case and incident management.
Integrations:REST/SOAP APIs, EDI (X12/EDIFACT/XML), and file transfer protocols supporting carrier collaboration, load tendering, and ERP connectivity.
What You’ll Do:
Own Customer Cases End-to-End:Act as the primary techno-functional Point of Contact (POC) for integral customer cases, ensuring swift triage, rigorous troubleshooting,



and adherence to strict SLA and MTTR targets.
Perform Deep Technical Diagnostics:Analyze product source code, design specifications, database performance, and integration logs to isolate defects and configuration bottlenecks.
Manage & Replicate Environments:Maintain deep awareness of customer-specific customizations and replicate complex scenarios in test environments to validate fixes.
Proactive Trend Analysis:Leverage App Dynamics and Splunk to monitor system health, identify recurring patterns, and eliminate high-impact incidents before they disrupt operations.
Champion Knowledge & Automation:Author Knowledge-Centered Service (KCS) articles for repeatable issues and identify opportunities to automate routine diagnostics and operational tasks.
Collaborate Globally:Communicate with urgency, clarity, and empathy across global teams and customer stakeholders from initial report through final case closure.
What We Are Looking For:
Experience & Education:Bachelor’s degree in Computer Science, Information Technology, Industrial/Systems Engineering, or a related STEM field, with5–7+ yearsof experience in enterprise software support or techno-functional consulting.
Database Proficiency:3–4+ years of hands-on experiencewith Oracle and/or SQL Server, including query optimization, stored procedures, and data troubleshooting.




Domain & Platform Knowledge:Prior hands-on experience withBlue Yonder (JDA) TMS , as well as experience in Supply Chain, Logistics, or Transportation execution systems are a strong bonus.
Integration & Observability Skills:Practical understanding of APIs, EDI concepts, and Saa S monitoring/ticketing tools ( Splunk, App Dynamics, Service Now, Zabbix, Azure APIM ).
Bilingual Communication:Advanced/fluent verbal and writtenEnglish and Spanishto communicate seamlessly with global customers and executive stakeholders.
Analytical Agility:Strong problem-solving mindset with the ability to rapidly learn new cloud technologies and perform under pressure.
Work Model & Shift Expectations:
This role operates within a24x7 global support modelcovering enterprise production environments.
Because this role supports mission-critical 24x7 enterprise environments, it operates under apre-scheduled rotational shift model(which may include daytime, mixed, or night shifts, as well as weekend shift coverage with designated weekly rest days)
Participation inpre-scheduled standby/on-call rotationsto support high-severity production incidents (P1) is part of the role’s operational scope.
Our 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 Values
All 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.

📌 Sr Support Engineer 1 - By Tms/transportation Management (Monterrey)
🏢 Blue Yonder
📍 Monterrey