Support Engineer I

Title: Support Engineer 1

Comparable Titles: Technical Analyst, Functional Analyst, Software Support Analyst, Software Support Engineer

Location: Mexico, Monterrey (Remote)

Overview

BY White Glove Support Team 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:

Blue Yonder is undergoing tremendous SAAS/DevOps transformation and this is a very exciting time to join our team! The Support Engineer will be responsible to work 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. 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 Azure environment.

What you'll do:

· Provide functional and/or technical support for service request, Incidents, Changes or problems that affects BY Solution and implicate an impact on our customer business.

· Understand and triage customer issues, conducting any necessary technical research or team collaboration Document learnings and create knowledge articles for repeated cases.

· Log and respond to customer support requests via phone, e-mail, and web interface

· Communicate product and solution expertise to internal and external customers

· Work closely with the BY Execution Experts for complex issue resolution including Product Development.

· Continuous learning on latest BY Solutions.

What we are looking for:

Industry experience:

· 2+ Years Experience in a Customer-facing Software Industry role; preference given to software support or technical support (SQL, Servers, etc)

· Experience working with BY products preferred specifically, Transportation or Warehouse management solutions.

· Supply chain domain experience a plus.

Technical Skills:

· Experience with Splunk / Oracle database / SQL/ WebLogic, Java preferred.

· Demonstrates analytical and problem-solving skills.

· Programming language in Java / J2EE concepts – JDBC, C++

· Knowledge with operating systems (e.g. Windows, UNIX, LINUX)

· Understanding in scripting languages – Unix Shell Scripting, PowerShell, Python 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 be self-motivated and quick learner - New technologies, platforms, integrations

· Able to work flexible hours, including evenings, weekends, as warranted by the situation in critical times or to manage customer escalations

· Demonstrates initiative and is inquisitive

· Enjoys working in a team-oriented and fast-paced environment

Education:

· Bachelor’s degree required, major in Computer Applications, Industrial Engineering, Supply Chain Management, or other equivalent 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.