Senior Support Engineer 2 (Monterrey)

Title

Sr Support Engineer II (Supply Chain Planning)

Location

Monterrey, MX

Team

Blue Yonder’s Planning Operate Team

Job Description

What you'll do:

• Provide functional and/or technical support during customer upgrades, deployments, rollouts, and post-production phases
• Maintain positive customer relationships by resolving conflicts and issues, managing expectations, and instilling confidence in BY Planning Solution Operate Team
• Provide advice to BY partners and customers regarding industry best practices and process methodology
• Document learnings and create knowledge articles for repeated cases
• Bring in new ideas for automation, re-use and service improvements
• Understand the SaaS offering, features and functionality deployed for a given customer
• Work closely with the BY Planning SCPO Solution Experts for complex issue resolution including Product Development
• Continuous learning on latest BY Planning Solutions

What we are looking for

Industry Experience

• 7+ years of Supply chain planning domain experience
• 7+ years of experience in the Software/SaaS industry
• Technical experience with BY products preferred specifically, Demand, Luminate Demand Edge, Fulfillment, SCPO Platform
• Experience with customer/client support in Supply Chain software

Technical Skills

• Experience with Database programming/Data Modeling using Oracle SQL and MS SQL
• Working knowledge of middleware (e.g. Weblogic, TomCat)
• Proficiency in Java / J2EE concepts - JDBC, C++
• Azure Log analysis and networking tools
• Advanced knowledge with operating systems (e.g. Windows, UNIX, LINUX)
• Experience in scripting languages - Unix Shell Scripting, PowerShell, Python, Perl etc.

Soft Skills

• Must have excellent communication and interpersonal skills to interact with a wide variety of internal personnel with emphasis on follow-through and reporting
• Ability to work calmly under pressure and meet deadlines
• Must have strong multi-tasking skills
• Must be self‑motivated and quick learner - New technologies, platforms, integrations
• Able to work versatile hours, including evenings, weekends, as warranted by the situation in critical times or to manage customer escalations
• Demonstrates initiative and is inquisitive
• Succeeds in a fast‑paced environment
• Demonstrates the ability to work independently without losing team synergy
• Demonstrates customer service ethics and core values

Education

• Bachelor's degree required, major in Computer Applications, Industrial Engineering, Supply Chain Management, or other equivalent technical fields. Master's degree preferred.

Equal Employment Opportunity Statement

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.