Support Engineer I

Blue Yonder

Title: Support Engineer 1 (Cloud Applications /SaaS)

Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoors Best Places to Work. Seeking an astute individual that has a strong techno-functional foundation with strong Application Support Experience in SCPO or Supply Chain Domain.

• Deliver flawless application support to BY customers by resolving complex solution issues.
• Drive, as a lead SME, resolution of escalated and complex solution issues in collaboration with multiple BY and customer stakeholders.
• Implement Advanced Quality Prevention plans to improve solution and service reliability.
• Deepen competency on end-to-end solution architecture, performance engineering, and relevant SaaS tools OR business processes and industry domain.
• Own customer solution and enhance solution stability and service quality, eventually enabling an increase in customer satisfaction, consumption, and adoption of the service.
• Engage early in customer implementation projects to provide solution design and architecture inputs from operability and reliability perspectives and ensure seamless delivery continuum into Operate through phased go-lives.
• Act as a Senior solution SME providing mentorship to Support Engineers, delivering product/technical trainings, and supporting in improving capability and delivery quality of the team.

• Demonstrates strong 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.
  • Platform support engineering (ex: API and/or Mulesoft integration troubleshooting).
  • Troubleshooting Mobile application issues.
• Demonstrates strong expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk, etc.:
  • To monitor application health and to investigate application issues.
  • To analyze trends and draw conclusions to reduce/eliminate recurring/high-impacting issues.

• Delivers excellent customer experience by driving resolution of customer issues of high complexity and criticality, including non-functional/performance-related issues.
• Provides direction and inputs for Root Cause analysis and proposes prevention ideas.
• Guides/assists team members to resolve medium complexity issues.
• Proactively implements Advanced Quality Prevention quality plans including but not limited to regular and proactive solution health monitoring processes, tools, and procedures.
• Validation frameworks post-application patching, upgrades, and maintenance.
• Guides the team to plan and implement early detection and resolution as well as outflow and recurrence prevention quality strategies.
• Drives/leads resolution of escalated and complex issues in collaboration with multiple BY and customer stakeholders.
• Keeps track of adoption and consumption numbers and analyzes the trends and provides inputs for improvement.
• Owns solutions for customers.
• Positively and proactively collaborates with TAM to drive CSM to support plans to improve SAAS consumption, adoption, and business value.
• Consistently achieves high customer satisfaction and makes a positive impact on NPS scores by displaying end-to-end ownership, engagement, and proactiveness.
• Monitors and corrects solution performance, stability, and sizing during customer roll-out phase.
• Engages early in customer implementation projects, including agile/multi-sprint projects, to provide inputs during project phases to improve scalability, reliability, operability, and profitability of the solution to gain a very good understanding of customer business process, solution, and architecture to ensure seamless delivery continuum into Operate through phased go-lives.
• Demonstrates high competency in end-to-end solution architecture, performance engineering, and relevant SaaS tools and technologies OR business processes and industry domain.
• Act as Senior Subject Matter Expert providing mentorship to Support Engineers, delivering product/technical trainings, and as JIRA Gatekeeper to review and prevent inflow of WAD JIRA to PD.

• Bachelors degree (STEM preferred) and minimum 1-3 years of experience in Customer Support or Product Support.
• Strong Supply Chain domain experience.
• Planning/Logistics Knowledge Preferable.
• Possess Strong Techno-Functional Expertise.
• Tech Savvy able to adapt to any technology faster.
• Ability to handle and manage a Team.
• Experience of managing ERP products is preferred.
• Provide technical and solution leadership during Critical/Major issues.
• ITIL Certification.
• Demonstrable experience, thorough knowledge, and interests in Cloud native architecture, Distributed micro-services, Multi-tenant SaaS solution, and Cloud Scalability, performance, and High availability.
• Experience with API management platforms & providing/consuming RESTful APIs.
• Experience with varied tools such as AppD & Splunk.

• Demonstrates leadership capabilities required to lead customer-facing investigations of complex and escalated solution issues.
• Demonstrates enhanced Customer communication & situation management skills.
• Demonstrates balance between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products).
• Possesses a strong sense of urgency from both Customer and company perspective, defines priorities.
• Global representatives for key initiatives and projects.
• Inspires others by demonstrating a service mindset through consistently displaying customer centricity and ownership.
• Proactively seeks 360-degree performance feedback. Works on self-development opportunities to achieve holistic personal and professional development, continuously improves mentoring skills to help others.
• Consistently keeps himself/herself up to date with learning opportunities to self-develop his/her career path.
• Ability to lead or guide a small team to achieve customer/business objectives.

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