Support Engineer 1

Title: Support Engineer I

Scope:

The Support Engineer I is a customer-facing technical support role focused on assisting customers with issues related to the Warehouse Management System (WMS). This role is responsible for troubleshooting reported problems, resolving routine cases, documenting findings, and escalating more complex issues when needed. The position plays a key role in maintaining customer satisfaction through timely communication and effective issue resolution. Key responsibilities include case management, issue triage, troubleshooting system and operational issues, following support processes and runbooks, collaborating with internal teams, and contributing to knowledge sharing and continuous improvement efforts.

Role Summary

Responsibilities:

• Deliver outstanding customer support for the BlueYonder WMS system, helping resolve issues and contribute to a positive customer experience.

• Manage customer solutions and ensure adherence to SLA/SLO metrics, advocating for service quality and product stability.

• Collaborate with account and project teams to support customer adoption and continuous improvement initiatives.

• Implement monitoring and diagnostics using M&D tools to enhance solution stability and prevent incident recurrence.

• Participate in the company’s global support model, collaborating with teams across different regions to help provide 24x7 coverage, including occasional out-of-hours support shifts..

Communication & Collaboration:

• Communicate effectively with customers and stakeholders, demonstrating professionalism and empathy.

• Collaborate with internal BY teams, balancing soft and hard skills.

Competency Skillset Demonstration:

• Basic knowledge of industry-standard SaaS tools..

• Contribute to support activities for the Blue Yonder WMS product in functional and technical areas.

• Understand supply chain industry domain, warehouse business processes, and SaaS KPIs.

Qualifications:

• Bachelor’s degree in computer science, engineering, or a related field.

• Customer Support / Technical Troubleshooting Experience Required – 1+ year supporting customers or troubleshooting technical issues.

• WMS domain experience preferred – 1+ year of experience working with or supporting a Warehouse Management System (WMS). Familiarity with the Blue Yonder WMS solution is a plus.

• Strong verbal and written communication skills with customer-facing experience

• Ability to work under pressure and meet deadlines.

• Basic SQL writing skills (SQL,MySQL, PostgreSQL, etc.).

• API framework knowledge is a plus.

• WLM product knowledge is a plus.

• Proficiency in Java and code reading skills is a plus.

• Proficiency in SaaS monitoring tools like AppDynamics or Splunk is a plus