Support Engineer 2 (Monterrey)

Support Engineer 2

Other Comparable titles: Technical Analyst, Functional Analyst, Software Support Analyst, Software Support Engineer.

Overview

The team currently consists of 200+ global associates across Americas (NA/LATAM), EMEA, APAC, and India, while supporting 500+ integral customers on SaaS, Private Cloud, and On Premise.

Scope

Support Engineer 2 will be responsible for working with global functional & technical teams under various customer engagements to gather and understand the technical / functional reported issues/problems and drive towards solutions and fixes. The individual will work with regional customers/stakeholders to rollout, support our designed products / solutions to efficiently satisfy business requirements, while balancing complexity to ensure processes are supportable and meet customer satisfaction. The Support Engineer will work as a Squad member to support our SaaS customers on an Azure environment and provide Solution/Product support to our On Prem customers.

What You'll Do

Exceptional Customer Experience

• Deliver outstanding customer experiences and provide solutions for BY customers.
• Case Management: Handle Low/Medium/High and Critical‑severity customer cases and occasionally high severity cases, ensuring full ownership of the process.
• Proactive Monitoring: Manage internal cases generated by BY’s monitoring tools.
• Quality Compliance: Participate in training to ensure adherence to SLAs, SLOs, and quality standards.
• Customer Satisfaction: Achieve satisfaction through ownership, engagement, and proactive behavior.
• Guidance Seeking: Work under supervision, actively seeking mentorship to improve work quality.
• Shift Flexibility: Be prepared to work shifts and outside normal hours as needed.

Collaboration and Communication

• Engagement: Communicate passionately and empathetically with team members and stakeholders.
• Effective Communication: Maintain professionalism and empathy in all interactions, respecting cultural diversity.

Competency Development

• Core Competencies: Develop knowledge in tools, technologies, products, and solution architecture.
• Product Training: Attend boot camps to learn product features for resolving issues.
• Business Process Understanding: Gain insight into customer business processes for better service.
• Cloud Models Knowledge: Build understanding of private, public, and hybrid Cloud models.
• Application Monitoring: Participate in health monitoring and proactively address availability issues.

Innovation and Teamwork

• Customer‑Centric Approach: Demonstrate commitment to customer needs and innovative collaboration.
• Feedback Seeking: Regularly seek feedback for personal development.
• Knowledge Contribution: Contribute to KCS by creating quality articles and identifying operational improvements.
• Continuous Learning: Identify opportunities for growth and support customer solutions.

What We Are Looking For

Industry Experience

• Experience in the supply chain domain is beneficial.
• Over 2 years in a customer‑facing role in the software industry.
• Preferred experience with Blue Yonder products, especially in Supply Chain Planning solutions.
• Familiarity with the Blue Yonder SCPO platform is advantageous.
• Experience in the supply chain domain is beneficial.

Technical Skills

• Develops fundamental skills for supporting Blue Yonder solutions.
• Proficient in Database Management Systems (SQL, Oracle) with query and procedure writing capabilities.
• Capable of code debugging.
• Provides platform support including API and MuleSoft integration troubleshooting.
• Basic skills in SaaS tools like AppDynamics and Splunk.
• Knowledgeable in operating systems (Windows, UNIX, LINUX).

Soft Skills

• Demonstrates outstanding written and verbal communication along with strong interpersonal skills, facilitating effective interactions with diverse internal teams and external stakeholders, with a particular focus on follow-through and reporting.
• Possesses a mindset geared towards continuous improvement and employs lateral thinking.
• Self‑driven and capable of rapidly acquiring knowledge about new technologies, platforms, and integrations.
• Exhibits the ability to remain composed under pressure while consistently meeting deadlines.
• Willing to work flexible hours, including evenings and weekends, as required during critical periods or to address customer escalations.
• Capable of handling on‑call escalations effectively.

Education

• A bachelor’s degree is required, preferably in Computer Applications, Industrial Engineering, Supply Chain Management, or related technical fields.
• Master’s degree in computer science or another equivalent technical field highly preferred.