Support Engineer 2

Blue Yonder · Monterrey

Role summary Support Engineer II provides excellent customer experience and technical solution support to BlueYonder customers by owning and stabilizing Tier 2 solutions, proactively preventing incidents, and driving adoption of the service. The role requires strong collaboration, a customer-centric mindset, moderate technical competency across product, solution architecture and Azure technologies, and active contribution to knowledge and operational improvements. This role will work in shifts and provide out‑of‑hours (OOH) support for 24x7 coverage as required.

Key responsibilities

A. Customer experience & solution support

Deliver excellent customer experience by resolving customer- and system‑raised cases of moderate complexity with end-to-end ownership and proactivity.
Own Tier 2 solutions: take accountability for troubleshooting, remediation, and escalation when required; drive stability and service quality improvements that enable increased customer consumption and adoption.
Monitor application health using monitoring & diagnostics tools; identify early indicators of incidents and act to prevent or minimize impact.
Meet SLA/SLO and quality expectations; attend case quality training and apply best practices in case handling.
Proactively seek guidance and continuously work to improve service quality.
Provide 24x7 support coverage as part of a shift roster, including OOH support when required.

B. Communication & collaboration

Communicate effectively (verbal and written) with customers, clearly explaining technical issues, impact, and workarounds.
Coach and support junior team members to improve their communication and case handling.
Collaborate respectfully and passionately across BlueYonder teams and external partners to resolve issues and deliver outcomes.
Demonstrate professionalism in internal and external interactions and adapt to cultural differences.
Balance soft skills (process, people, teamwork) with hard skills (technologies, frameworks, solutions).

C. Competency development & demonstration

Technical

Demonstrate moderate expertise to support the solution, for example:
- DBMS support (SQL, Oracle): writing, reviewing and optimizing queries, stored procedures.
- Code debugging in applicable programming languages.
- Platform/integration troubleshooting (APIs, MuleSoft).
- Troubleshooting of mobile application issues.
Use contemporary SaaS operational toolsets (AppDynamics, Splunk, etc.) to monitor health, investigate issues, analyze trends, and drive remediation of recurring/high-impact issues.

Product & domain

Develop moderate knowledge of product features and functionality.
Possess basic knowledge of customer industry domain and business processes to assess business impact and provide practical workarounds.
Understand SaaS consumption, adoption and business-value KPIs relevant to assigned solutions.

Solution architecture & cloud operations

Understand multi-layered solution architectures (client-server, DB, load balancers, middleware), integrations and data flows.
Work with web servers (IIS, Tomcat), OS frameworks and scripting (PowerShell, batch, VBScript), and common architecture frameworks (ASP.NET, Java).
Use server and application diagnostics tools (Wireshark, Perfmon, PerfView, Event Viewer) to investigate issues.
Understand Azure technologies relevant to the solution (serverless/PAAS, scale sets, containers/Kubernetes), deployment models and CI/CD (GitHub, Jenkins).
Perform cloud operational activities: deployments, troubleshooting deployment-related issues, availability diagnostics, health monitoring, and creating automations (Python, RPA, etc.).
Apply application performance engineering skills (DB health analysis, query/execution plan, index tuning) and perform prescribed KPI-based proactive performance reviews.

Behavioral

Exhibit a strong service mindset: ownership, customer centricity and relentless drive to improve.
Seek and act on feedback; pursue self-development and career growth opportunities.
Proactively identify learning paths and next-step career objectives.

D. Value addition & continuous improvement

Be a top contributor to Knowledge-Centered Support (KCS):
- Create high-quality knowledge articles independently and mentor others to increase usage and creation.
- Leverage existing articles to accelerate resolution.
Identify and implement operational improvements (automation, process optimization):
- Simplify or automate manual procedures to improve operational efficiency.
- Introduce methodologies that increase process efficiency and ROI.

Required skills & experience

Proven experience in a technical support or platform engineering role (typically 2–5 years, or equivalent) supporting enterprise SaaS solutions.
Hands-on experience with one or more of: SQL/Oracle, API/Middleware troubleshooting, application debugging, mobile app troubleshooting.
Experience with monitoring/observability tools (AppDynamics, Splunk, Prometheus, etc.).
Practical exposure to Azure cloud services and CI/CD pipelines.
Strong written and spoken communication skills.
Demonstrated ability to collaborate across teams and manage customer expectations.
Willingness to work in shifts and provide OOH support.

Education

Bachelor’s degree in Computer Science, Engineering, Information Systems or equivalent practical experience (or equivalent certification/experience).

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.

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