Associate Support Engineer

Job Description

Blue Yonder

Job Title: Associate Support Engineer

About Blue Yonder:

Blue Yonder is a leading provider of digital supply chain management solutions, leveraging advanced technologies such as AI and machine learning. Our solutions enable organizations to predict, pivot, and fulfill consumer demand efficiently. With a focus on innovation and customer success, Blue Yonder optimizes inventory, labor, and logistics operations to drive enhanced efficiency and profitability.

Overview:

The Associate Support Engineer will provide excellent customer experience and solution support to Blue Yonder customers. This role requires passionate collaboration and engagement both within and beyond the team, emphasizing empathy and customer-centricity. The engineer will build core competencies with various tools and technologies, product and domain knowledge, and solution architecture. This role entails working in shifts to provide 24x7 customer support.

What you'll do / Key Responsibilities: Seamless Application Support to Blue Yonder Customers:

• Resolve customer cases mostly with low/medium severity; occasionally high/critical, maintaining end-to-end ownership.
• Resolve internal proactive monitoring cases generated by Blue Yonder internal tools.
• Attend case quality training and adhere to SLA/SLO and quality practices.
• Achieve customer satisfaction by displaying ownership, engagement, and proactiveness.
• Work frequently supervised by leads or mentors, consistently seeking guidance to improve work quality.
• Provide OOH support to facilitate 24x7 customer support services.

Communication and Collaboration:

• Communicate effectively, both verbally and in writing, with customers.
• Collaborate passionately and respectfully with various Blue Yonder teams and partners.
• Display professionalism and empathy in internal and external conversations, appreciating cultural differences.

Building Competency: Technical:

• Build basic skills in areas such as:
  • DBMS (e.g., SQL, Oracle); ability to write database queries and procedures for application support.
  • Code debugging.
  • Platform support engineering (e.g., API and/or Mulesoft integration troubleshooting).
  • Troubleshooting mobile application issues.
  • Develop basic skills in contemporary SaaS technical toolsets like AppDynamics, Splunk, etc.

Product and Domain:

• Attend product boot-camp to learn standard product features and resolve non-complex issues.
• Acquire basic domain knowledge to understand customer business processes.

Solution Architecture:

• Develop a basic understanding of different cloud models (private, public, hybrid).
• Learn about solution architecture and application deployment frameworks.
• Understand Azure concepts such as native SaaS, containerized applications, Kubernetes, Azure deployment models (serverless/PAAS, scaleset, ASR), Azure automations, and CI/CD pipelines (GitHub, Jenkins).
• Engage in application health monitoring using M&D tools and proactively identify and resolve application availability issues using defined resolution methods.

Behavioral:

• Develop a service mindset, constantly displaying customer-centricity and ownership.
• Seek regular performance feedback and work on self-development.
• Proactively identify learning opportunities.

Value Addition: Contribute to Knowledge Centered Support (KCS):

• Create quality articles with minimal guidance.
• Leverage existing articles to provide faster resolution to solution issues.
• Identify opportunities for operational improvements (e.g., automation, process changes):
  • Proactively identify opportunities and discuss them with leads or mentors.
  • Collaborate with others to implement and operationalize.

What are we looking for / Qualifications:

• Bachelors degree in Computer Science, Information Technology, Engineering, or a related field.
• Basic proficiency in technical tools and platforms relevant to the role.
• Strong problem-solving skills, attention to detail, and a collaborative mindset.
• Excellent communication skills, both written and verbal.
• Ability to work in shifts and provide on-call support as required.

Our Values

If 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.

Locations: Monterrey

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