Blue Yonder Title: Sr Support Engineer 1
Comparable Titles: Technical Analyst, Functional Analyst, Software Support Analyst, Software Support Engineer
Location: Mexico, Monterrey (Remote)
Overview
Blue Yonder Surround Support is responsible for working with our global customers as dedicated support focused on Execution part of the Supply Chain Industry. For our SaaS & Cloud customers, we handle all aspects of solution support, including proactive monitoring, application support, product support, change request, service request, as well as End-to-End workflow support. To help achieve success, we are working in an integrated model to work closely with other cross-functional / development teams to drive a more controlled environment.
The team currently consists of 200+ global associates across Americas (NA/LATAM), EMEA, APAC, and India.
Scope
The Senior Support Engineer will serve as a trusted technical advisor and escalation point for our global SaaS customers operating in Azure environments. This role requires advanced troubleshooting, solution ownership, and strong collaboration across functional and technical teams to resolve complex issues, drive process improvements, and strengthen customer satisfaction.
In addition to resolving customer issues, the Senior Support Engineer will contribute to knowledge creation, mentor junior engineers, and play a key role in refining operational practices that improve stability, scalability, and supportability of our solutions.
What You’ll Do
- Serve as a subject matter expert in Blue Yonder Execution solutions, providing advanced functional and technical support for incidents, changes, problems, and service requests impacting customer business operations.
- Take ownership of complex, high-priority customer escalations, coordinating cross-functional teams to ensure timely resolution and communication.
- Partner with Product Development and Engineering teams to provide detailed issue analysis, contributing to defect resolution and product improvements.
- Mentor and guide junior engineers, fostering a culture of continuous learning, accountability, and technical excellence.
- Develop, review, and publish knowledge base articles to enable consistent resolution of recurring issues and strengthen team expertise.
- Drive proactive monitoring and preventive measures to minimize customer impact and reduce incident recurrence.
- Engage directly with customer stakeholders, ensuring expectations are met with clear, professional communication and demonstrating commitment to customer success.
- Actively participate in and influence internal transformation initiatives related to SaaS, Cloud, and DevOps.
What We’re Looking For
Industry Experience
- 4+ years of experience in a customer-facing software industry role, with strong preference for software or technical support (SQL, servers, integrations).
- Prior experience with Blue Yonder solutions (Transportation Management, Warehouse Management) strongly preferred.
- Supply chain domain knowledge is a plus.
Technical Skills
- Advanced proficiency in SQL, Oracle Databases, Splunk, WebLogic, and Java; strong debugging and diagnostic capabilities.
- Hands-on experience with scripting languages (Unix Shell, PowerShell, Python) for automation and issue resolution.
- Strong understanding of cloud and SaaS environments, preferably Azure.
- Working knowledge of operating systems (Windows, UNIX, LINUX).
- Familiarity with software development concepts (Java/J2EE, JDBC, C++).
Soft Skills
- Proven ability to manage and resolve complex customer issues with professionalism and urgency.
- Excellent communication and interpersonal skills, capable of engaging both technical and business stakeholders.
- Strong leadership and mentoring skills to support knowledge sharing and team growth.
- Self-driven with strong initiative, analytical mindset, and ability to adapt in a fast-paced environment.
- Able to work flexible hours, including evenings and weekends, as required for critical issues or escalations.
Education
- Bachelor’s degree required in Computer Science, Industrial Engineering, Supply Chain Management, or related technical fields.
- Master’s degree preferred.
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.
